Peggy, a Customer Service Manager for a Financial Services firm, has come to you, the HR Manager, with concerns about wi

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Peggy, a Customer Service Manager for a Financial Services firm,has come to you, the HR Manager, with concerns about with turnoverin her department. The highest percentage of turnover is occurringin the first 6 months of employment and it is with the CustomerService Representatives, which are entry-level phone positions.These positions require a Bachelors Degree and 3-5 years ofrelevant work experience. Because of the turnover and increasedneed for Customer Service Representatives, these are positions thatare continually being recruited for. Peggy has indicated that themain reason for turnover is that “they just didn’t like thejob”