Question: 1. Write an essay thoroughly analyzing the problems involved in this in-person encounter between the CSR and the customer. 2. Analyze and explain what the

1. Write an essay thoroughly analyzing the problems involved in this in-person encounter between the CSR and the customer.

2. Analyze and explain what the CSR did wrong and what they should have done. Use the

CSR skills list to address the situation.

3. Discuss what you would do if you were the CSR’s supervisor to ensure that this situation

Did not happen again

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