Example Reflection – Storytelling

Challenge & Selection

I work as a supervisor in a call center and training new agents before they start serving  clients is very important. The storytelling has allowed me to transmit my knowledge of  how to treat clients according to their emotional state, the experience allows me to  know what tone of voice to use when a client is angry and what phrases to say to calm  them down.  I tell each agent in meetings about my experiences and how I attended them, in this way  I not only pass on the knowledge of the processes they must learn but also knowledge  based on experiences thanks to storytelling. I use these stories to create strategies on  how to serve annoying customers and thus improve the perception of the quality of  customer service.      Application     Each person is different so what works for one does not work for another, with the  Storytelling to a new agent training you was able to prevent a customer from canceling.  This client did not understand that his billing cycle is every end of the month so that the  first five days he must pay for his internet service.  As the client did not understand this cycle, he thought he was paying double, the agent  who attended him applied the narrated story that I told him in which a client thought  that his credit card was debited twice in which to solve He asked to open the debit  history of his card in which it was possible to verify that the bank had debited him 1 only  time in the period of 1 month.  Based on this story, the agent first calmly offered the client a coffee, then asked him to  open his debit history in the confirmation that he was debited only once a month.  After the agent explained the billing cycle in this way the client was calm and decided  not to cancel the service.      Insight & Approach     It is easier for each new agent to learn about the processes by reading the manuals, but  serving a client is a completely different world, the knowledge gained from the  experience of sitting down and serving kind, rude, pushy, grateful clients cannot be  captured, young, old or professional.    The narrated stories allowed me to give a very powerful tool to the agents to solve  problems in view that it counts from how to talk to the client, how to recognize their  emotions and based on that, give a solution that is found in the manuals.  Based on the stories told, I will raise all the following training courses for the new agents  of the company where I work.

