Imagine that you are the customer service supervisor of a small bank. A recent customer survey has shown that many customers are not happy with the service provided by the help desk which takes customer calls. The branch manager has asked you to submit a report concerning the reasons for this low satisfaction level of the bank customers. He advised you to review the performance of the help desk staff, find the reasons for customers' dissatisfaction and make recommendations on how it can be improved by submitting a memo form report to him