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Excerpt from Essay:
Radical retraining of personnel was clearly necessary, although there was a need to avoid the mistakes in the past in how training sessions had been structured.
Many approaches had been considered. A single solution was that management could improve ‘quality control’ in the worker’s efficiency with customers. Management will inform the employees their telephone conversations would be recorded and screened and this would not look like a ‘gotcha’ method of observance. Screening will theoretically behave as an incentive to improve performance, and problem personnel would have personal meetings with supervisor to further improve their attitude with consumers. However , there was clearly concern that the would merely result in also lower well-being amongst the employees. I remarked that it was important, in customer service, to seem excited and patient, and the impression of being observed in a punitive way may well prevent egregious errors coming from happening, nevertheless would not make type of responsive customer service we were seeking.
Rather, the company analyzed its teaching procedures, that have been deemed insufficiently interactive. The education had been quite stilted and limited, it had been decided, as employees were taught via a company guide. They were directed to follow a script, which usually resulted in these people seeming brusque rather than patient. Greater flexibility on the part of the representatives was necessary. Staff needed to figure out how to trouble-shoot feasible problems towards a more individualized fashion. A new plan was instated, including function playing and discussing a wider variety of client complaints and types of customers. This program was successful since the company accepted responsibility for a few of the mistakes it had recently committed in training workers. The focus in the retraining was not on apportioning blame for past mistakes. It absolutely was future-focused, and stressed improving the workplace for everybody, and minimizing stress intended for both buyers and assistance representatives likewise.
Management needed to think even more creatively, and employees needed to learn to believe more creatively themselves when dealing with clients. “The distinguishing characteristic of workers who will retain their particular jobs will be the ability to ‘add value’ towards the production method. This translates into being able to discover and resolve problems each and every level in accordance with the job function” (Paul 1995). The new way taken by management resulted in a workforce better able to add value in the essential role they will fulfilled for the company.
Reference point
Paul, Rich. Critical Pondering: How to Put together Students to get a Rapidly Changing World
Dillon Beach: Foundation for Crucial Thinking, 1995.
Excerpt recovered March 25, 2010 in http://www.criticalthinking.org/articles/accelerating-change.cfm
Schafersman, Steven. (1991). An introduction to critical thinking. Free Inquiry.
Retrieved Mar 25, 2010 at http://www.freeinquiry.com/critical-thinking.html
