Question: Customer Service Agent Read the article on a day in the work life of Bill Ryan. Then write a job description for the job of

Customer Service Agent

Read the article on a day in the work life of Bill Ryan. Then write a job description for the job of customer service agent. Use the exhibits in chapter 4 to guide you in deciding what information in the story is relevant for job analysis.

Pick a teammate and exchange job descriptions with your teammate.

1. How similar/different are two descriptions? You and your teammate started with exactly the same information. What might explain any differences?

2. What process would you go through to understand and minimize the differences?

3. What are some of the relational returns of the job?

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