Putting Yourself In The Shoes Of The Customer
Lena is extremely happy with the skills she has acquired through her PCP training. In addition to more general topics such as Customer Journey Mapping, Design Thinking, Business Writing Skills, and Problem Solving with Emotional Intelligence, there were also sessions that specifically covered the new skills and technologies she would be using as part of her role as Digital Service Advisor.
“Because of the training and skills that I have developed, I am more empowered to resolve my customers’ concerns,” she confides “I now better understand where the customer is coming from and how to resolve their concerns in the best manner.”
She particularly enjoyed learning about Design Thinking, which taught her to see from the customers’ perspective – something she had since applied to her every day work.
“Putting ourselves in our customers’ shoes gave a fresh perspective as to their needs and how I can better meet them. It gives me a deep sense of satisfaction to meet my customers’ needs over the phone in real time.”
To Lena, learning and acquiring new knowledge are about enabling us to do our jobs better, and she encourages all her peers to embrace this.
“Everyone should take the opportunity to participate in the PCP and any other learning platforms their company might have.”