Jim Jensen Case

Assignment #2 There are numerous concerns in Jim Jensen’s approach to resolving his team’s customer service difficulties. Prior to conducting research, Jensen does not collect any information from his sales staff or other colleagues. Instead, he assumes the customer complaints are due to his team’s inadequacy in providing satisfactory customer service. This assumption is a substantial flaw in Jensen’s process. There may be other reasons why the number of customer complaints has increased such as dissatisfaction with delivery time or an increase in product price. The sales team may be providing excellent customer service but because Jensen failed to consider these alternative causes. I would suggest Jensen reads the complaints to see if there is a trend in the cause. Alternatively, Jensen could produce and distribute a short questionnaire among his sales team to gauge the possible causes for complaints. His employees may recall specific situations in which a customer was upset which may point to issues other than poor customer service skills. By completing these steps, Jensen could better understand how to best train his sales team in the future. …show more content…
The research method used was primary as he gathered information directly from the source. To collect the needed information on whether a potential training program would be beneficial, Jensen conducted a quasi-experiment at the Generico Company workplace. One advantage of using this research method is the findings may have more external validity. The participants, Jensen’s sales staff, are in a realistic setting that mimics their day-to-day work. Despite this pro, Jensen has less control over other variables that may impact the findings of his quasi-experiment. There are likely outside factors that influence how each individual or group performs on the