Problem:
You are the Training Director of the HR Department. Julie, the manager of your Customer Service Unit, has come to see you. She feels that her staff does not do a very good job of interacting professionally with customers when they call in with product complaints. She feels they need some training in customer service skills.
1. How will you handle Julie's request?
2. What data will you gather?
3. How will you determine if this is indeed a problem that can be solved with training?
4. Then assuming that the needs analysis led you to the conclusion that training in customer service skills is needed, decide on a particular skill on which you want to initiate training for the Customer Service staff.