Question

[Organizational Capability] A call center manager requests refresher training for customer service representatives because the average call length has increased significantly. The manager claims nothing has changed except the return policy. Which action by a talent development professional best exemplifies taking a systems- thinking approach to this request?

Accepted Answer

Consider possible causes and test the manager's assumptions about the return policy to see if the gap is skills-based

Answer

Implement refresher training for representatives with the longest call times to ensure they understand the return policy process

Answer

Review the new workflow for processing returns and design the appropriate content for the refresher training

Answer

Design training as requested by the call center manager in order to be a valued business partner

[Organizational Capability] A call center manager requests refresher training for customer service representatives because the average call length…

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