Basket Exercise

10 October 2016

Georgina Ryan, HR Director SUBJECT: Speaking engagement next week Ms. Williams, Mr. Armstrong has been transferred to a new location, earlier than expected. My apologies, however, if you would allow me to fill in for Mr. Armstrong, I would be honored to address the Business Club

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It is common for a large number of calls to come in all at once. When this happens, the customer relations–contact employee is supposed to take the customer’s phone number and get back to him or her within an hour. We’ve found in the past that this is a reasonable target since, after a big rush of calls, things usually settle down for a while. But when we check up on the contact employees, we find that they get back to the customer within an hour only about one-third of the time. Sometimes they don’t get back to the customer until the next day!

I sent a memo to all contact employees about a month ago reminding them of the importance of prompt responses on their parts, but it did very little good. We need a training program from your department to improve this critical performance area. Can we get together early next week? MEMO TO: Ralph Herzberg, Manager of Customer Relations From: Georgina Ryan, HR Director.

New Training Program Ralph, we will definitely have to address this situation. Let me get with my training program administrator and work out a training session/schedule for your department. I will get back with you on a date and time for next week.

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