Channel Design strategy - six-step framework

Ensuring a high-quality customer resolution management system is necessary for Vodafone. For their postpaid services, Vodafone has decided to hire trained staff to address customer complaints. At which of the following steps of the six-step framework was this decision made?

Step 2: Listing channel function requirements

Step 1: Identifying homogeneous customer segments

Step 6: Identifying channel overlaps and resolving conflict

Step 4: Interpreting outputs from step 1 and step 2 to arrive at alternatives that would satisfy customer needs and requirements