Investigating employee-related customer complaints

Reference no: EM132877677

Question

1. If Dexter needs to conduct a person analysis on a group of mechanics, which of the following should he do first, please to explain your answer for me.

A. comparing a person's actual performance to the ideal performance
B. investigating employee-related customer complaints
C. evaluating supervisor performance reviews
D. conducting job knowledge assessments

Georgia Baker, senior director of customer experience at Creemy Licks has noticed that customers complaints has been increasing over the last 6 months. Customer Associates are diverse and vary in background, education and experience.
Creemy Licks is a good employer, 40% of the customer associates have worked with the business for less than 18 months. The others have been with the company from inception. Georgia is very concerned about the stead increase in customer complaints as this is a KPI for the company, she is considering the idea of providing training to the customer associates as a way to bring the level back down.

2. Which of the following best supports the argument that the increase in customer complaints can be solved through training? could you please Explain the answer.

A. Attitude surveys sent to Creemy's personnel suggest that the firm's elimination of year-end bonuses has angered many employees.
B. Recent market surveys suggests that customers are flocking to buy ice cream that is cheaper than Creemy's.
C. The rising costs associated with college recruiting have forced Creemy to hire customer associates through online job sites.
D. Customer associates have told Creemy in the last employee satisfaction survey that they have problems in explain the difference between dairy, non-dairy ice cream to customers as well as what soft serve ice cream is

Reference no: EM132877677

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