A manager received an excessive number of customer complaints about the slow service of a few of their drive-thru counter crew. How might the manager gather a more complete picture of the potential training needs?
A) conduct organizational, task, and job analyses
B) complete a needs analysis by meeting with all the counter crew employees
C) design and evaluate a customer service training program
D) establish customer service training objectives

Question

Quizplus · Accepted Answer

Conducting organizational, task, and job analyses will help the manager understand the broader context, specific tasks, and job requirements, which can identify gaps in skills or knowledge and inform targeted training needs.

A Manager Received an Excessive Number of Customer Complaints About