How can I identify the business analysis tasks in my customer service experience ?

Hi ,

How can I identify the business analysis tasks in my previous roles?

This is one of the top questions I often get from aspiring business analysts.

Let's take a look at Vivian, a customer service officer.

On a typical day, Vivian takes a customer call, employing her excellent communication skills to listen intently to the customer's complaints or requests.

Unconsciously, she's using elicitation techniques, probing for more information and CONTEXT to uncover the real NEEDS behind the complaint.

Depending on the nature of the customer issue, Vivian may offer an immediate SOLUTION.

On other occasions, she collaborates with colleagues (INTERNAL STAKEHOLDERS)........

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