Reﬂection - Storytelling 

 Challenge & Selection 

 I work as a quality manager on brick and mortar store which sells and provides tech support for   smartphones . More than selling and solving every customer ’s issue , our objective is help the   customer to make the right purchase for his / her needs and delight the customer by providing an   unique experience . We use to say that we we want to provide more than just a solution for a given   issue , we want to enrich the customer ’s life through the device they have purchased . 

 To accomplish this , our main challenge is to make the sales and support advisors to really   understand the customer needs , issues , desires and how they will use the device they want to   purchase or how the issue they are having affect their lives . Knowing that , the team will be able to   be more assertive on which smartphone model is the best purchase or which smartphone ’s   features is more tailored to address the customer needs . 

 Based on this challenge , I have researched   the tools available on our course and I decided by the   Storytelling approach . The main reason I have chose this tool is because the ideia of “ know your   audience ” that has a perfect ﬁt when we have to identify solutions for customers . Through the   Storytelling , we set up workshops with the sales and support team to build up some customer ’s   proﬁles and exercise what would be the best smartphone and best solutions based up on their   needs and possible issues . 

 Application 

 We designed the customer ’s proﬁles based on gender , relationship status , family status ( have kids   or not ) ,   pet friendly ( have pets or not ) , profession , mobility option ( have car or uses public   transportation ) and hobbies . Based on that , we create a few examples of customer proﬁles and the   team had the opportunity to exercise conversation with those proﬁle and specially be able to “ walk   the customer shoe ” and think on solutions based on their proﬁle and needs . 

 We did not create a check list to be asked to every customer . Our idea is to enable the team to   assess those informations during a normal conversation with customers . 

 Insights 

 We had some ﬁndings along this way . The most relevant one is related to the kind of training the   new members gets after hired . They are trained 100 % on technical skills and 0 % on a customer   centric skills . They just do n’t know how to start a friendly conversation with customers , they only   ask “ what do you want ” and became only an order taker . On this old way , they will be only able to   sell what the customer wants and we want them to provide a consultive sales . 

 We ended up reviewing all the training content and we included an workshop on the training based   on what was described on the Application section above . With this , the new employees comes to   the ﬂoor with this human centric approach on mind . 

 Approach 

 Thinking on an alternative tool and what we could have done better on this process , I think that we   should have ﬁrst applied a Learning Launch after the customer ’s proﬁle , to create a control group   and being able to assess the improvements on the results of a team applying the new concepts vs.   a team applying the old concepts . 

 The course overall brought me some new ideas , but in overall it helped me organize the ideas into   a very logic way . It will be easier to assess and plan improvement opportunities from now on . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Reﬂection - Storytelling 

 Challenge & Selection 

 I work as a quality manager on brick and mortar store which sells and provides tech support for   smartphones . More than selling and solving every customer ’s issue , our objective is help the   customer to make the right purchase for his / her needs and delight the customer by providing an   unique experience . We use to say that we we want to provide more than just a solution for a given   issue , we want to enrich the customer ’s life through the device they have purchased . 

 To accomplish this , our main challenge is to make the sales and support advisors to really   understand the customer needs , issues , desires and how they will use the device they want to   purchase or how the issue they are having affect their lives . Knowing that , the team will be able to   be more assertive on which smartphone model is the best purchase or which smartphone ’s   features is more tailored to address the customer needs . 

 Based on this challenge , I have researched   the tools available on our course and I decided by the   Storytelling approach . The main reason I have chose this tool is because the ideia of “ know your   audience ” that has a perfect ﬁt when we have to identify solutions for customers . Through the   Storytelling , we set up workshops with the sales and support team to build up some customer ’s   proﬁles and exercise what would be the best smartphone and best solutions based up on their   needs and possible issues . 

 Application 

 We designed the customer ’s proﬁles based on gender , relationship status , family status ( have kids   or not ) ,   pet friendly ( have pets or not ) , profession , mobility option ( have car or uses public   transportation ) and hobbies . Based on that , we create a few examples of customer proﬁles and the   team had the opportunity to exercise conversation with those proﬁle and specially be able to “ walk   the customer shoe ” and think on solutions based on their proﬁle and needs . 

 We did not create a check list to be asked to every customer . Our idea is to enable the team to   assess those informations during a normal conversation with customers . 

 Insights 

 We had some ﬁndings along this way . The most relevant one is related to the kind of training the   new members gets after hired . They are trained 100 % on technical skills and 0 % on a customer   centric skills . They just do n’t know how to start a friendly conversation with customers , they only   ask “ what do you want ” and became only an order taker . On this old way , they will be only able to   sell what the customer wants and we want them to provide a consultive sales . 

 We ended up reviewing all the training content and we included an workshop on the training based   on what was described on the Application section above . With this , the new employees comes to   the ﬂoor with this human centric approach on mind . 

 Approach 

 Thinking on an alternative tool and what we could have done better on this process , I think that we   should have ﬁrst applied a Learning Launch after the customer ’s proﬁle , to create a control group   and being able to assess the improvements on the results of a team applying the new concepts vs.   a team applying the old concepts . 

 The course overall brought me some new ideas , but in overall it helped me organize the ideas into   a very logic way . It will be easier to assess and plan improvement opportunities from now on .
### Output: 