Navarro College Performance Problem in an Organization Report
Superior Office Supplies, Inc. has a telephone-based customer service center located at their corporate headquarters in Cleveland, Ohio. Customer service representatives receive incoming phone calls from customers who have product-related questions or other concerns. Recently, company executives have received numerous complaints from customers about their interactions with the customer service call center. Most of the complaints are specifically related to the follow-up letters sent out to the customers after they have called customer service. Customers report the letters are unprofessional, unclear, and demonstrate a lack of commitment to the customer’s specific questions or concerns.
As a training consultant, you have been contacted by Superior Office Supplies and asked to help them address this issue.
Based on the concepts presented in chapter 3 of your textbook, what process would you use to determine the cause of the performance problem? Identify the specific steps you would take and questions you would ask to assess the situation. To help the reader clearly understand your recommended process, provide a chart or other visual representation to explain the process.
Finally, discuss some potential outcomes of your recommended process and what various solutions you might recommend based on those outcomes.