(Solved): CUSTOMER DISSERVICE A CHRONICALY LATE EMPLOYEE CAUSES CASCADING PROBLEMS Ted Rogers Leadership Cent ...

CUSTOMER DISSERVICE A CHRONICALY LATE EMPLOYEE CAUSES CASCADING PROBLEMS Ted Rogers Leadership Centre You are an Air Canada customer service manager at Pearson Auport in Toronto, helping to support and manage the many customer service agents who ass ist passengers checking into flights. You are very pleased when Air Canada hires laila Chung as a customer service agent. The dashter of a Tunisian mother and a Chinese father, Laila speaks not only English and French, but is also fluent in Mandarin and Arabic. After she satractorily completes the compulsory two weeks of training you assign Lalla to work at gates for flights departing to China and the Middle East. These flights are among the most demanding planes are large and customer demands are plentiful staff must also double eheck all passports and visas. Laila is one of the few agents who can manage announcements in muluple languages and address issues for nonEnglish-speaking customers. After one month on the job, you receive a complaint from hwo of the lead customer service agents. They report that Laila has been frequently arriving late at the gate, which seriously compromises service, and frustrates her co-workers. Lateness is also a very serious breach of performance protocols: agents are repeatedy reminded that there is zero tolerance for lateness given that departure schedules are non-negotiable. As Laila is approaching the end of her probationary period of three months, you decide you must act. If you wait any longer, Laila's performance issues can become a matter for the union. Questions 1. What leadership style will you follow to address this issue? 2. Give a detailed picture of haw you will solve this issue.