(Answered) : Team Leader Busy Customer Focused Technology Support Centre Sue Long Standing Member Team Q31820284

You are the team leader for a busy, customer focused technologysupport centre. Sue is a long-standing member of your team. Herposition requires her to answer the telephone, handle face-to-faceenquiries regarding technical difficulties, use her knowledge andexperience to solve problems and finally to communicate solutionsto customers.

Until recently you considered Sue to be very capable. Youreceived good feedback from other staff and customers about hertechnical ability and customer service skills generally. Recently,however, you have received a number of complaints about her fromanother team member and from several customers. The complaintsrelate to her terse and harsh interpersonal skills and her lack ofresponsiveness when