Analysis: Identify the key problem by reviewing the case. Look for the outcomes that are most concerning. For example, if the key problem is low employee morale, the concerning outcomes might be decreased productivity or increased turnover. Performance problems at Canada's Home 1 Store Contents Introduction .............................................................................................................................................. 1 Canada's Home Store................................................................................................................................ 1 Retail work and commission-based salaries ............................................................................................. 2 Unhappy customers and the 'Returns Policy'...........................................................................................2 Key stakeholders ....................................................................................................................................... 2 Another performance review ................................................................................................................... 3 Introduction Janis is a retail sales associate at Canada's Home Store. She has not been meeting her sales targets and recently got into an argument with a customer over returns of products which were eligible for replacement but not a refund under the store's return policy. Janis used her training to listen empathetically and diffuse the customer's growing frustration. It did not help, and the customer demanded to see the manager. The manager addressed the customer's complaint, but his actions also seemed to have fanned the flames of conflict with Janis. Canada's Home Store Canada's Home Store (CHS) carries quality home furnishings at competitive prices. The retail chain features an extensive selection of kitchen, bath, and home appliances and products. Competition from online retailers has