Question: Scenario: Customer Service Representative Evaluation Two customer service representatives, Rep A and Rep B , handled 1 0 customer cases each. Rep A successfully resolved

Scenario:

Customer Service Representative Evaluation

Two customer service representatives, Rep A and Rep B

,

handled

10

customer cases each. Rep A successfully resolved

8,

while Rep B resolved

6 .

Based on these numbers, their manager rated Rep

A

as the better performer.

Consider this evaluation:

Under what conditions could Rep B be considered a higher performer than Rep A

?

Consider factors such as the complexity of cases, customer satisfaction, or other aspects that might influence the interpretation of their performance.

Scenario: Customer Service Representative Evaluation Two customer service representatives, Rep A

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