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Erica Lane
Task Scenario
Title: Customer Service Manager
Description: Attend to all
complaints from customers dealing with the company, the service, or products.
She makes sure that all problems are taken care of as quick as possible and
all customers are happy with the service they have recieved. She attends to
complaints by phone calls, e-mails, or even office visits. Her main goal is
to keep the company flowing, if problems are not taken care of, then the company
will get into trouble.
User Persona- Erica has been with the company since August of 1999. She was hired to maintain good relationships with the customers of 999.com. Before starting work with 999.com she attained her bachelors from The University of Arkansas. After completeing her undergraduate work she moved to Texas and went on to persue her masters at The University of Texas at Austin in Communications. She has been married for ten years and has two daughters, one is seven years old and the other is five.
Who
Age- 33
Gender- female
Education- Masters in Communication
Context
When- 2001
Where- 999.com
Type of computer- PC
What
Purpose- Customer service manager
Expectations- Receive complaints and attend to them
Motivation
Desires- To be a successful manager and keep everyone happy
Robustness
Very aggressive- likes to get things done
Very bold- Not afraid to tell people what to do, or what I think