Figuring Things Out

Nothing is as simple as we hope it will be.
- Jim Horning

Thinking about how to teach Call Center employees.

Knowledge -

• Bus. Purpose,
• mission
• Brand
• Who does What - LOBs lines of responsibility
  
• What's Your Job?
• Tools - you use to handle/ Triggers -> Send to Correct Resource.
  

• Customer Service
• Empathy
• Professionalism
• Ethics / Golden Rule

• What's a PA, SPP, Sales Check Info, warranty, claim, case, escalation?
  

• Cause / Effect Classification - Category / Reason