A customer support call center grades their employees on how quickly they resolve customer problems (average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute. What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?
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A customer support call center grades their employees on how quickly they resolve customer
problems (average call time) and how many times the customer request escalates to the point that
a supervisor must be summoned to resolve the dispute. What might an employee do to perform
well on these metrics without actually providing good customer service? What could management
do to prevent such behaviors?
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- Outer Banks County is a 200-square-mile area in coastal North Carolina, and you are the IT manager. The county has about a hundred office employees who perform clerical tasks in various departments. A recent budget crisis has resulted in a wage and hiring freeze, and morale has declined. The county manager has asked you to install some type of keystroke logger to monitor employees and determine whether they are fully productive. After your conversation, you wonder whether there might be some potential privacy and security issues involved. For example, does an employer have a duty to notify its employees that it is monitoring them? Should the employer notify them even if not required to do so? From a human resources viewpoint, what would be the best way to approach this issue? Also, does a potential security issue exist? If an unauthorized person gained possession of the keystroke log, he or she might be able to uncover passwords and other sensitive data. What are your conclusions? Are…You work as the administrative manager in charge of the operations of the medical services office that brings together over 10 specialists from different health fields. Each specialist has about 5 administrative employees who help with coding, billing, customer service, and other administrative tasks. You supervise all administrative employees. For two months you have noticed that a series of conflicts have arisen between the employees you supervise, which you must address promptly to avoid escalation. These are the conflicts that have been identified: A new position has been opened to supervise night operations and two of the employees have requested it. However, both have resorted to demonstrating that the other does not have the capabilities to rise to the position. These interpersonal differences have resulted in a tense work environment.It has been rumored that one of the medical specialists is going to retire, so it is possible that he will put the five administrative employees…The chief operating oïcer (COO) is responsible for all day-to-day operations of the hospital. The directors of nursing, administration, human resources (HR), and quality control oïcers now report to them, including supervisors and managers. The chief executive oïcer (CEO) and the board of directors of the hospital view the COO as a “high potential” leader who could one day become the CEO. After a few months, the CEO suddenly resigns, and the board appoints you, formerly the COO, for the CEO position, and you were mandated to implement the long-awaited changes within the hospital. As the CEO, you decide that any meaningful improvement must begin with an in-service handbook titled, Developing Future Healthcare Leaders, to help staì understand some basic leadership principles and concepts. Address the following: 1. Three leadership theories and their time lines and focus 2. Guiding principles for building an organizational leadership pipeline 3. Healthcare Leadership Competency Model…
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