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by geocrasher
2327 days ago
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At my current employer I have done two things that I think have had a big impact. I didn't do them alone, and in some cases, I couldn't have done them alone. The first was to root out a customer-blaming culture that had festered for far too long in the company. I recognized how toxic it was, and how bad it was for customer service, when I arrived. Not long after that I became a supervisor and my manager (also a new hire) and I agreed it was really bad. I worked at my end and he worked at his end, helping those who would change to change, and giving those who wouldn't the opportunity to find new work. It wasn't easy. Part of it was for me to write a couple of hours of customer service training material and deliver it to all new hires. That led to me becoming the company's trainer, and I get to weave it all together in a 2 week orientation and training for all new hires. The second thing I've done is create documentation where it didn't exist and have cleaned up documentation that was messy. I took 25-30 disparate articles on one subject, weeded out the stuff that was irrelevant or deprecated, put it all into two clear documents, and called it a run book. It went over really well and helped the department who depended on it. Lastly, I've also had the opportunity to write new tools for front line support staff and rewrite old ones, and create documentation and training regarding their use. In the end, I write and talk for a living, all to the end of making it easier to provide great customer service in our sector (web hosting). I love it. |
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Any learnings you could share on success factors / features in the new internal tools?