A bank estimates the capabilities of its customer service employees prior to implementing a new training program designed to change their method of providing customer service. The bank is ________.
A) conducting an external analysis
B) formulating its competitive strategies
C) performing an internal analysis
D) performing an employee audit

Question

Quizplus · Accepted Answer

The bank is conducting an internal analysis by assessing the capabilities of its customer service employees. An internal analysis looks at a company's internal resources, including its employees, to identify strengths and weaknesses. This type of analysis is often used to inform training and development programs like the one being implemented by the bank.

A Bank Estimates the Capabilities of Its Customer Service Employees