1. Read the following scenarios and explain what level of need analysis is mentioned. a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products. b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products. c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.

1. Read the following scenarios and explain what level of need analysis is mentioned. a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products. b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products. c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.

Management, Loose-Leaf Version

13th Edition

ISBN:9781305969308

Author:Richard L. Daft

Publisher:Richard L. Daft

Chapter7: Planning And Goal Setting

Section: Chapter Questions

Problem 2ED

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