Question: Create a plan for turning the situation around. CASE STUDY Project 4.5 Establish a knowledge Base The customer service department is often separated from the

Create a plan for turning the situation around.

CASE STUDY Project 4.5 Establish a knowledge Base The customer service department is often separated from the rest of the company, training and operating in a "silo" rather than as a company-wide service system. (The term "silo" is an idea that each department in an organization is independent from the others and operates accordingly.) Management has determined that this situation is not in sync with identified customer service goals and strategies. You have been asked to serve on a task force, charged with developing a plan to "turn the situation around." 1. 1

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