Analyze the case study using the things you have learned throughout the term. Then summarize your analyses and observations of the case. Amar supervised three (3) Customer Service Representatives and two (2) Sr. Relationship Managers. He was responsible for staff development, quarterly reports for Simone, customer satisfaction rating, and special projects. He dove into his new responsibilities by reviewing the customer satisfaction ratings, quality of calls, etc. He found that overall results were fine, but performance was uneven among his team members. He would need to figure out why. Then he began to review all quality calls in detail. He printed the transcripts and began taking rigorous notes on how his team could improve the quality of calls. All of them could use some refresher training. Amar decided to bring internal and external experts to train the team. He reviewed the idea with Simone who said: "Sure, refresher training sounds like a good idea." Three months later Amar had written new scripts for his team to use during calls with internal and external customers. He was working a lot of evenings, but this training was worthwhile he thought, and he was confident it would eventually get company wide attention by