Reflection - Storytelling 

 I once worked for a cellphone manufacturer as a Customer Experience Consultant where I was   responsible for driving sales and marketing related to the brand within an independent operator   store . There were many other cellphone brands been sold in the store as well . I would mainly   interact with customers and sales assistants in store in order to meet day to day deliverables for my   line manager . 

 Selection 

 The story telling method mainly focuses on conveying a message to all relevant stakeholders in order   to drive an all - inclusive objective . When highlighting the objective , the story teller must include   logic , emotional connection and larger purpose in the message . In this way , all stakeholders can   move with direction while challenges are addressed accordingly for to reach a value driven and   efficient environment . I found a clear reference to this method in the video by Francisco Garza on   Storytelling . 

 Challenge 

 The major challenge I faced was aligning my deliverables to the goals my company and of the   operator store . Store management and sales assistants were mainly concerned with driving sales   and post - sale service on all cell phone brands while my line manager and company were specifically   concerned with driving sales of our own brand and ensuring that our customers receive the best   service . 

 The goals and interests of the stakeholders seem fairly straightforward one would think ? 

 However in practice it seemed quite the opposite . In a sales environment , sales assistants are   constantly driving toward reaching sales targets and things can get uncomfortable when anything   gets in the way of this . This was a challenge in that there are many moving parts behind satisfying   the customers needs besides just making the sale , and this was of particular interest to my line   manager and the operator store management . These needs include , post - sale service , device setup   or just general inquiry . With sales targets being the sales assistant ’s major priority , the other   essential customer needs often are neglected . Communicating this lack of delivery can be quite a   contentious issue . 

 Application 

 The best way to address this matter was to firstly understand the consultants view on customer   satisfaction / service and what could be done to improve this . The same was done with the   independent operators store management and my manager . With all the information in mind , I then   related this to the overall goals of all stakeholders and how this affects these goals . It reminded me   of being a customer in a store and how customer service may affect my buying behaviour and how I   view certain brands base on the service provided . I then reflected on how the efforts of various   stakeholders are affected when customer service is neglected , and my conclusions were frightening . 

 Insights 

 Store managers are big drivers of customer satisfaction however they are not on the front line often   enough on drive this agenda so they intrust sales assistants to reciprocate their message . On the   other hand , cellphone manufacturers are concerned with how customers receive their brand in   terms of sales talk and service . Sales consultants are concerned with sales targets . This environment   is highly dependent on how sales assistants carry out service to clients . Even though customer 

 satisfaction is of high priority to all stakeholders involved , sales consultants are rather concerned   with their sales targets that are communicated on a daily basis . 

 It was important to take the sales assistants out of their own shoes to show how far reaching their   impact may be , however it is not always easy for them to relate to the customer . Thus , management   and cellphone manufacturers should take the story telling method into consideration when   communicating objectives or challenges that need to be addressed . 

 I personally achieved a lot of success while working with sales assistants . I am vocal and expressive   and in this way , I make sure to communicate goals with ultimate empathy . It is important to make   sure that your message is logical and clear cut when delivering it to your audience to avoid any   dilution of the main objective . I found that being in a store with the sales assistants for an entire day   dragged out the delivery of the message and often did not allow me to create the intended impact .   Therefore , in future , I will focus on the timing and length when delivering a message using the story   telling method . 


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 

 I once worked for a cellphone manufacturer as a Customer Experience Consultant where I was   responsible for driving sales and marketing related to the brand within an independent operator   store . There were many other cellphone brands been sold in the store as well . I would mainly   interact with customers and sales assistants in store in order to meet day to day deliverables for my   line manager . 

 Selection 

 The story telling method mainly focuses on conveying a message to all relevant stakeholders in order   to drive an all - inclusive objective . When highlighting the objective , the story teller must include   logic , emotional connection and larger purpose in the message . In this way , all stakeholders can   move with direction while challenges are addressed accordingly for to reach a value driven and   efficient environment . I found a clear reference to this method in the video by Francisco Garza on   Storytelling . 

 Challenge 

 The major challenge I faced was aligning my deliverables to the goals my company and of the   operator store . Store management and sales assistants were mainly concerned with driving sales   and post - sale service on all cell phone brands while my line manager and company were specifically   concerned with driving sales of our own brand and ensuring that our customers receive the best   service . 

 The goals and interests of the stakeholders seem fairly straightforward one would think ? 

 However in practice it seemed quite the opposite . In a sales environment , sales assistants are   constantly driving toward reaching sales targets and things can get uncomfortable when anything   gets in the way of this . This was a challenge in that there are many moving parts behind satisfying   the customers needs besides just making the sale , and this was of particular interest to my line   manager and the operator store management . These needs include , post - sale service , device setup   or just general inquiry . With sales targets being the sales assistant ’s major priority , the other   essential customer needs often are neglected . Communicating this lack of delivery can be quite a   contentious issue . 

 Application 

 The best way to address this matter was to firstly understand the consultants view on customer   satisfaction / service and what could be done to improve this . The same was done with the   independent operators store management and my manager . With all the information in mind , I then   related this to the overall goals of all stakeholders and how this affects these goals . It reminded me   of being a customer in a store and how customer service may affect my buying behaviour and how I   view certain brands base on the service provided . I then reflected on how the efforts of various   stakeholders are affected when customer service is neglected , and my conclusions were frightening . 

 Insights 

 Store managers are big drivers of customer satisfaction however they are not on the front line often   enough on drive this agenda so they intrust sales assistants to reciprocate their message . On the   other hand , cellphone manufacturers are concerned with how customers receive their brand in   terms of sales talk and service . Sales consultants are concerned with sales targets . This environment   is highly dependent on how sales assistants carry out service to clients . Even though customer 

 satisfaction is of high priority to all stakeholders involved , sales consultants are rather concerned   with their sales targets that are communicated on a daily basis . 

 It was important to take the sales assistants out of their own shoes to show how far reaching their   impact may be , however it is not always easy for them to relate to the customer . Thus , management   and cellphone manufacturers should take the story telling method into consideration when   communicating objectives or challenges that need to be addressed . 

 I personally achieved a lot of success while working with sales assistants . I am vocal and expressive   and in this way , I make sure to communicate goals with ultimate empathy . It is important to make   sure that your message is logical and clear cut when delivering it to your audience to avoid any   dilution of the main objective . I found that being in a store with the sales assistants for an entire day   dragged out the delivery of the message and often did not allow me to create the intended impact .   Therefore , in future , I will focus on the timing and length when delivering a message using the story   telling method .
### Output: 