Example Reflection – Storytelling

Challenge

I used to work in a Customer Experience department in an IT MNC. 80% of my work was  involving handling customer meetings, escalations and addressing their grievances. The sales  team in my company hired a bunch of fresh college graduates and asked me to train the cohort  on customer handling and enhancing the customer experience. I was glad to take up the  challenge as it gave me a chance to interact with the energetic young crowd.

Selection

While planning to formulate the structure of the training, I was looking for the tools at my  disposal and deemed “Storytelling” as the best possible option. Because I believe “Business  storytelling” would help a fresher to understand the intricacies of the trade in a more  interactive and immersive manner.

Application

I used storytelling to make the trainees understand the several concepts like customer  experience, customer satisfaction, escalation handling, etc. Also included values like empathy,  patience, accountability, and collaboration. I used stories of my interactions with customers  from various parts of the globe, how I had to understand them, their culture and then approach  accordingly. Also told them stories of how I had effectively handled customer escalations. I tried  to train them to “stand in customer’s shoes and look through their eyes” and take the next  steps according to that.

Insight

The whole experience was one of a kind. During each training session, I could observe the  results of using storytelling as the tool for explanation. It was more effective than going through  the dull structure of lots of PowerPoint presentations with technical terms and jargons. With  each story, I could make them think like the customer and understand their perspective.

Approach

If I get another opportunity to conduct a similar training, I will again undoubtedly turn to  storytelling as the prime weapon. I am quite confident about the value it would generate.

Additionally, as a note for improvement, I will remember to include more interactive stories so  that the trainees can participate in the journey better.


Example Reflection – Storytelling Challenge I used to work in a Customer Experience department in an IT MNC . 80 % of my work was involving handling customer meetings , escalations and addressing their grievances . The sales team in my company hired a bunch of fresh college graduates and asked me to train the cohort on customer handling and enhancing the customer experience . I was glad to take up the challenge as it gave me a chance to interact with the energetic young crowd . Selection While planning to formulate the structure of the training , I was looking for the tools at my disposal and deemed “ Storytelling ” as the best possible option . Because I believe “ Business storytelling ” would help a fresher to understand the intricacies of the trade in a more interactive and immersive manner . Application I used storytelling to make the trainees understand the several concepts like customer experience , customer satisfaction , escalation handling , etc . Also included values like empathy , patience , accountability , and collaboration . I used stories of my interactions with customers from various parts of the globe , how I had to understand them , their culture and then approach accordingly . Also told them stories of how I had effectively handled customer escalations . I tried to train them to “ stand in customer ’s shoes and look through their eyes ” and take the next steps according to that . Insight The whole experience was one of a kind . During each training session , I could observe the results of using storytelling as the tool for explanation . It was more effective than going through the dull structure of lots of PowerPoint presentations with technical terms and jargons . With each story , I could make them think like the customer and understand their perspective . Approach If I get another opportunity to conduct a similar training , I will again undoubtedly turn to storytelling as the prime weapon . I am quite confident about the value it would generate . Additionally , as a note for improvement , I will remember to include more interactive stories so that the trainees can participate in the journey better .