Analysis to investigate the cause

Reference no: EM133292469

Question: consider the following situation. A particular customer service representative employed by C3PO, Bryan Bohannon, has received several complaints from our business customers over the last couple months. In particular, the complaints maintained that Mr. Bohannon was "short" with them when they had questions about our billing process and didn't answer questions about when certain products would be available from C3PO in the future. Please explain the steps you would take to determine whether Mr. Bohannon's performance problems are due to a training need (i.e. lack of knowledge or lack of skill) or due to some other work or personal-related reason.

In other words, explain how you would conduct a training needs analysis to investigate the cause(s) of this performance problem.

Reference no: EM133292469

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