In our jobs, we are often required to make decisions that impact others in our organization and the profitability of the company. It is often difficult to balance these decisions with the needs of our customers. In this module, we will take a look at how to make these decisions. We will also explore the various relationships we will have with our internal customers.
As a result of participating in Balancing Business & Customer Needs, you should be able to evaluate the impact of internal employee relationships and individual decision-making on the customer experience. Specifically, you should be able to:
- Describe individual roles and their importance to the success of the company.
- Effectively communicate with internal customers.
- Describe the impact that day-to-day decisions have on the profitability of the company.
- Explain the procedures and impact of call escalation and service recovery.
Activities include Walk a Mile in My Shoes exercise to identify the responsibilities, goals, concerns, and challenges of different employee roles and functions, discussion or our day-to-day decisions and their impact on the company’s profitability and the customer experience, calculation of the cost of lost customers through an examination of service recovery, cost analysis of call escalation and its impact, and The Game of Parody (a takeoff on Jeopardy) to test and reinforce points made in this module.