You work at a bank that recently reduced its workforce to save money. Tellers are handling more transactions per hour to get through the workload, and many are not as friendly to customers as they used to be. You notice that customer complaints have increased. You would like to make a proposal to management to address customer complaints. You are considering two alternatives: (1) hiring an additional teller to reduce the workload and (2) investing in customer service training for all tellers. You know that you will need to make a business case for any solution you propose. What will you need to research to make a business case?
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