Behavioral and cognitive issues will influence the organization's performance. For example, Beau Street Runners, Ltd (BSR) customers indicated on a survey that their courier was “curt” and “unresponsive.” They also stated that the courier was not able to explain why the package was late and that they were scared by the messenger. When there is a positive effect on the couriers cognitive changes and behavioral changes the organization will have positive influences on the performance of the organization (Morales, V.J., Ramos, M., T. and Rojas, R.M., 2012). Based on this information an individual can see that the customer service is disjointed. …show more content…
With excellent customer service, the customers will want to continue to use the company to have their packages delivered. The client's support is destitute within Beau Street Runners, Ltd and they make little or no effort to check the customer service department even though invest a significant amount of resources for self and packages defense. Some customer complaints are extremely high with a ration of 5:8 meaning that it is a major problem. Knowing this information will give the organization the information needed to be able to complete training that is suitable for the company that will be