Challenge #5: Customer Handling Department is not performing well.
The XYZ company is an IT Service provider. The Company has a Customer Handling Department that specializes in providing Tier 1 Support (Basic help desk resolution and service desk delivery). You are hired in the Company as a training professional and will be leading the training department and reporting to the director of HR.
What would you do?
Since you have access to all the KPIs, you noticed that the Customer Handling Department is not performing well. How would you communicate this message to your boss? And what would be your first three strategies and why?