Recently, the circles in which I ran in search, and possible use of the "eureka moment" Jan has become Carlzon of Scandinavian Airlines, SAS, known to concentrate in his book "Moments of Truth.
In essence, an eye-opening experience that the intersection of opportunity and openness, if someone "guard is down" because you have treated them with respect and then, in a leading role, you have the chance, a truth your business, or rarely get to teach the joy of watching aJunior assistant shine before the Big Brass to special insight or work well done.
This article deals with telephone work, especially names always right. Many of the call centers for small companies (not domestic) are not even occupied by young people from high school without mastering the English language to run, let alone the nuances of the foreign pronunciation.
Here are some examples of words and mathematics, which I bring to your attention, to see if you have had similar encounters orrelated stories, events or settings that you would with a larger audience like.
Investment in energy-Learning foreign names
Italian: Sforza, Sbisa
Spanish: Joaquin
Spanish: Espinoza
It is amazing how many people miss the S on the first two and almost embarrassing how many people look for the "w" in Joaquin. Espinoza was really the seed for my dreams today I heard someone on the phone to write down "S. Pinosa" as their firstSpelling! Hmmm, I heard someone write something down ... Obviously, what I meant is, I heard her spell back what they thought they heard and then I heard the correction, which got me thinking about all this eye-opening experience of the business in the first place.
Thinking like a Shipping Agent
It was a cheap product the same amount as a FedEx-rate and the order-taker in an amount of 1, what was true, but then overwrote the wrong shipment (theare overwritten by default to UPS, and need to stay the primary force). The amount looks set 2 and then Taker over-rode a second entry to load the correct double the amount of tax!
Since this is not the first time something like this had happened at that company, it is not surprising to find out they have an annual turnover of over 200%, ie to replace its two crew from season to season. No wonder there is no institutional memory, they keepTake the cockroaches run away with software and systems to make the above error too easy way.
And no, they do not have any problems thank you very much, she only wished she could be a few decent people once in a while to find .... Some people never get, and this management team was certainly not among those. If there is ever a time to be open to change and how an old dog learn new tricks, the time would now.
So what is the eureka moment here? Actually, there isare at least two:
FIRST, if the member concludes the company and goes through a phone-class skills (How many companies have, how many companies need them, when one of their most important means of communication is with the public over the phone?)
And the next is to see well-placed comments on the casual-management area, what's going on in the trenches. Just like children, staff attitudes are caught not taught. " Graham Haines reminds us that "communication must be sensitive, but at the sameBe honest. The staff is quick spin of the communication as a band, you can attract him. "
Note that none of these concepts in a company that is driven entirely by bean counters with an obsessive focus on "the bottom line executed." That's ok, as long as the real line, where we treasure people and use tools, is never the opposite. It's like my fifth grade geography class, where we had to memorize states, capitals and major rivers. Not because our teachersplanned, each of us as a travel agent, it was just a big part in the stew of life, that part of being "is to read well rounded and well." If someone talked about the Monongahela [River] will be expected to reasonably address information from West VA. Pittsburgh or metro area, but not in Detroit, Chicago or LA.
Enthusiasm and "being on your toes" product sold more than one script will ever. Leaders explain why something is important, while managers punish those who differ from theScript. In terms of the financial sector melt-down of the fall of 2008, and the ethics in government crisis of 2009, it seems like we got a lot more smart people than those who are well rounded and well read. " It takes less sense to recognize as God, that gravel of the Mayor of London, Boris Johnson, the truth speaks occasion, when he remarked:
"Every time you hear a politician stand out and invite your good opinion, by adding to cut it" "this and" Invest in ", that you shouldPrevious question: how did the politicians come from this money? Who created it? And what we do to help them create more? "
One of the key attributes of systems thinking mindset is the application of this "cultural" knowledge-to-business settings so more people can sense that our world has brought the standard of living we enjoy now be obliged to make frequent use.
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