Hans is the manager at Commuter Cycle Centre (CCC). As well as commuter bicycles, CCC alsosells a range of bike accessories and bike touring equipment.One day, Hans receives a call from a frustrated...

Hans is the manager at Commuter Cycle Centre (CCC). As well as commuter bicycles, CCC alsosells a range of bike accessories and bike touring equipment.One day, Hans receives a call from a frustrated customer. They had bought their previous bikeand a number of different accessories from CCC so returned to them when they were looking toreplace it with a later model. The customer says that the person who served them did not realisethey were a regular customer and could not answer his questions about the features of differentmodels or their prices. Hans checks the roster for the day of the customer’s visit and realises thatthe trainee, Sarah, must have been the one to serve the customer1. What should Hans say to the customer?2. How might Hans help Sarah improve her performance?3. What changes might Hans make to ensure that this does not occur again?4. What kinds of records might help improve the service offered to repeat customers?