Introduction to the Performance Problem

After performing an analysis, the problem that exists is that 35% of 8-month + veteran Customer Service Representatives (CSRs) are receiving negative feedback from the surveys customers complete at the end of a technical support call.

The negative feedback reflects that the customers feel a lack of an emotional connection with the employees, and the perception that CSRs are not empathetic with them. The CSRs are possibly not-empathetic due to having heard some of the same issues from customers that also are upset, frustrated, and angry. 

The customers could also be feeling these emotions due to not knowing how to solve certain issues by themselves, and this could be due to having a lack of user-friendly, self-help troubleshooting information on the website.