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You are the team leader of a group of 11 customer service representatives. You have found out that one team member (one of the most popular in the group) has been speaking to customers about how much they hate their job and asked customers if they know of any other job roles. You are not sure this has actually happened as you have been told second-hand of this information. The person who told you said they overheard someone saying it had happened and has asked that you do not let anyone know they told you as they feel they will be treated badly by other team members if they find out. This is obviously causing ill feeling among customers and creating a negative impression of your company to your client base.

1. What are some of the ways in which information about the issues could be accurately gathered?

2. As the manager, why is it important to gather information that is accurate and reliable?

3. Describe a method for ensuring that the information received as manager is accurate, reliable, current and sufficient?

Reference no: EM132903881

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