Question

Good morning, I want answers and a perfect explaination for 5 alternatives that solving the problem and identify the advantages and disadvantages of each alternative based on the given problem.

In the given case study the root cause behind the inconsistent ways in which the reps were handling customer questions is the lack of clear and training given to them. The initial training that they underwent was quite directionless, too speedy and with no strategic objectives. As there were no strategic objectives, the results of the training did not shine evidently. The weaknesses of the reps were not targeted and hence the training did not effectively resulted in any kind of development for the reps. The causal factors behind the inconsistency with which the reps handled customer calls are: * Inexperience in handling variety of customer calls: The reps do not have sufficient experience in handling the customer calls. There can be plethora of permutation and combinations in which a customer requirement or issue can crop up. The rep needs to have sufficient skill and presence of mind to handle any kind of situation. No introspection conducted to identify the strengths and weaknesses of the reps: This is a very critical step to identify the calibre of any employee. The rep needs to understand his areas of strengths and weaknesses. The management must offer him support to work on his weaknesses and improve them. This will have remarkable effect on his overall performance. Absence of strategic training aiming on the weaknesses of the reps: The training of the reps must be strategic and based on a clear objective fulfilment. The results of a strategic training can be measured quite effectively as there will be clear improvement in the work performance as well as the overall behavior of . No hands-on training to give the reps a flavor of application practice of customer calls handling: Hands-on training gives the reps a flavor of the various types of problems which they can face while interacting with customers. The problem solving and critical thinking skill of the employee gets enhanced by hands-on learning. Any kind of concept or business strategy can be retained by the employee if he has handled the same on application basis

Answer 1

Dear student/ reader

Please excuse the small image due to technical difficulties that i am facing i have uploaded as page 2, 1 ,3 but please zoom in for clarity as I explained everything to the best of my understanding and hope this is sufficient enough for your case study.

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