(Important Note: You can apply these same practices and get some additional benefits by using Google Docs.) There is nothing wrong with these systems, but if you need an answer today to make a difference in job performance, you should consider a tool that you likely use every day, Microsoft Word. You might be tempted to seek out templates or powerful tools that create systems for customer service agents. When you see that teams need to be able to quickly access bits and pieces of information from an enormous catalog of information, you may need a job aid. Some argue that the elearning on the LMS should solve the problem. Others say that the answers are in the memo or PowerPoint deck the company distributed. Some members of the leadership team say it is a training issue. You hear that a manager is struggling because their staff is overwhelmed by information and can’t find the right process or answer to a customer’s questions. You may not be expected to know every technical detail of your product, but you should know how to find the information for a customer or prospect.
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