Appendix Answers to Exercises

Chapter 1—Identifying Stakeholder Needs

Needs Assessment for Customer Service Representatives

1. This case presents a clear example of the problems and expense that occur when needs assessment is not done. Not only did the customer service refresher course represent an expense, but there was also the cost of the problem that continued to increase as the correct solution was not applied, including the loss of customers.

2. Recommended solutions are twofold: a. new products training b. information technology to determine what is needed, whether it is hardware or software, upgrade to the system or new system.

3. At ...

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