• Identify and describe five to seven roles in a core segment for Customer Service job roles (i.e., Starbucks, McDonals, Chat advisor with Apple for customer technical support, Retail Associate). They should be mission-critical roles, ones that are key to competitive advantage and revenues.
• Describe how to evaluate organizational needs for these positions. What data needs to be collected and from whom? Consider both qualitative and quantitative information.
• Describe how you will gather this information. Consider the role of surveys and historical data as well as strategies like the Delphi technique, the nominal group technique, and creating scenarios.

• What are five to seven roles in a core segment of a customer service business. They should be mission-critical roles, ones that are key to competitive advantage and revenues.
• How would you evaluate organizational needs for these positions. What data needs to be collected and from whom? Consider both qualitative and quantitative information.
• how you will gather this information. Consider the role of surveys and historical data as well as strategies like the Delphi technique, the nominal group technique, and creating scenarios.