Case Study 1: Aggressive Sales Tactics We have received negative feedback from a perspective client (Norton & Sons) eight days ago in regard to Zane O'Brien who works in the Human Resources department. The perspective client advised that Zane was overly aggressive and pushy during the client meeting, continually interrupting and trying to get them to sign up to services. The client advised that they felt threatened and signed up to the services just to get rid of Zane. The client never wants to deal with Zane again or CBSA for that matter, and would like a refund for the services they have purchased. Zane has some history of complaints, and has received a written warning previously in regards to poor behaviour towards clients. This issue needs to be resolved as quickly as possible, given that this will have some effect on the agreed upon service standards. Case Study 2: Apathetic Customer Service We have received negative feedback from a client (Services International Pty Ltd) five days ago in regard to Sam Tailor who works in the Information Technology department. This VIP client recently placed a support call as they were having an issue with the new system that we recently developed for them to update their CAC281ASCE2A2682867F1CB4897c41AOF4EE2F8F.DOCX @ 2019 EDUWORKS RESOURCES PAGE 44