Learning Launch – Juan Velasquez 

 Challenge 

 I am currently the senior supervisor for the Resolutions department of a cruise vacation   company . The Resolutions department gives internal support to all customer service   and sales agents , helping with any questions or taking over escalation calls if   necessary . The Resolutions agents ( agents that report to me ) are both the most   capable and tenure agents on the Company , and that ’s been mostly what ’s given them   the opportunity to be in that position . As a senior supervisor for the department , my job   is to not only make sure the day - to - day tasks are met , but also make sure that we ’re   aligned with the company ’s policies and interests , as well as make sure that the   Resolutions agents deliver the best possible service . Unfortunately , the best service is   not always delivered by our Resolutions agents , and sometimes they miss key   empathetic communication factors , such as a good tone of voice , empathy , verbalize   willingness to assist , etc . Because of time and call volume , we ’ve not been able to get   all the team together at once , to come together with action plans that will benefit all of   us . At the same time , we ’ve gotten comments from the agents and customers we assist ,   with areas of opportunity about the way interactions are handled . This time , we ’ll focus   on first , identifying the critical areas of opportunity by reviewing the service expectations   of the agents that call us , and then uncover the reasons why we ’re not being able to   deliver what needs to be delivered . In some cases , because of the service provided ,   customer service and sales agents do n’t contact us because of the service received ,   and ultimately causes financial and loyalty impact to the company if wrong information is   given to our external customers . 

 Selection 

 All Resolutions agents already know what the expectations of the job are and have   already gone through training sessions in the past to be knowledgeable and deliver   reliable information . With this , we ’re planning to show how both internal and external   customer satisfaction can be improved by following specific actions and how the overall   experience and perception of the department can be improved with these changes and   make it easier for everyone , making it a more open and collaborative environment . With   the learning launch , we ’ll test our idea : customer satisfaction ( both internal with agents   and external with customers ) will be improved by focusing on improving the quality of   our interaction , by adding value to the brand of our department through personalization ,   and ultimately reduce financial and loyalty impacts in the long run . 

 Application 

 First , we ’ll start by meeting with diverse groups of customer service and sales agents ,   and open discussion about the service expectations they had when contacting the   Resolutions department , and of course , any actions / attitudes they do n’t like and have   experienced when contacting the Resolutions department . With this , we started to get   some of the feelings we anticipated and some of the behaviors we had anticipated too ,   as customer service agents were feeling rejected and in some occasions preferred not   to call because of the service they received . 

 With this findings , we decided to gather some of our team members and started to get   their input to also detect the reasons why the best service was not being delivered . We   got some comments about not feeling supported enough on the agent ’s end as they   were not willing to collaborate . With this , we decided to launch a WOW Service   program , in which we put specific guidelines for our interaction : focus on the branding of   the department , increase our tone of voice from a friendlier interaction , and personalize   our interactions by calling everyone by their name , inquiring about how their day ’s   going , and genuinely generate interest and bonding . Applying this , we obtained a   significant improvement in the customer satisfaction scores , as well as in the way our   Resolutions agents and customer service agents felt about the interactions themselves   and the people they had to work with , as genuine interactions created a better work   atmosphere and a sincere want of doing things better . With this , we also got   recommendations from the team members that participated in the WOW program of   some other things that could be included , such as the use of specific phrases to   incentivize the use of a more “ positive ” vocabulary in all the interactions . 

 Insight & Approach 

 By applying the learning launch tool in this specific scenario , we were able to confirm   some of the assumptions we had and even got input from the different agents in both   departments , which confirmed once again the positive outcome this was having : more   positive interactions , greater bonding , proactiveness in finding ways to provide a better   service , etc . I ’d say our results were actually even better than predicted , as we only put   it into place and it grew with time and input from the different stakeholders . With the   results obtained in this program , we ’ll look into applying this to different departments   that work together or even for frontline agents with external customers . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Juan Velasquez
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: Learning Launch – Juan Velasquez 

 Challenge 

 I am currently the senior supervisor for the Resolutions department of a cruise vacation   company . The Resolutions department gives internal support to all customer service   and sales agents , helping with any questions or taking over escalation calls if   necessary . The Resolutions agents ( agents that report to me ) are both the most   capable and tenure agents on the Company , and that ’s been mostly what ’s given them   the opportunity to be in that position . As a senior supervisor for the department , my job   is to not only make sure the day - to - day tasks are met , but also make sure that we ’re   aligned with the company ’s policies and interests , as well as make sure that the   Resolutions agents deliver the best possible service . Unfortunately , the best service is   not always delivered by our Resolutions agents , and sometimes they miss key   empathetic communication factors , such as a good tone of voice , empathy , verbalize   willingness to assist , etc . Because of time and call volume , we ’ve not been able to get   all the team together at once , to come together with action plans that will benefit all of   us . At the same time , we ’ve gotten comments from the agents and customers we assist ,   with areas of opportunity about the way interactions are handled . This time , we ’ll focus   on first , identifying the critical areas of opportunity by reviewing the service expectations   of the agents that call us , and then uncover the reasons why we ’re not being able to   deliver what needs to be delivered . In some cases , because of the service provided ,   customer service and sales agents do n’t contact us because of the service received ,   and ultimately causes financial and loyalty impact to the company if wrong information is   given to our external customers . 

 Selection 

 All Resolutions agents already know what the expectations of the job are and have   already gone through training sessions in the past to be knowledgeable and deliver   reliable information . With this , we ’re planning to show how both internal and external   customer satisfaction can be improved by following specific actions and how the overall   experience and perception of the department can be improved with these changes and   make it easier for everyone , making it a more open and collaborative environment . With   the learning launch , we ’ll test our idea : customer satisfaction ( both internal with agents   and external with customers ) will be improved by focusing on improving the quality of   our interaction , by adding value to the brand of our department through personalization ,   and ultimately reduce financial and loyalty impacts in the long run . 

 Application 

 First , we ’ll start by meeting with diverse groups of customer service and sales agents ,   and open discussion about the service expectations they had when contacting the   Resolutions department , and of course , any actions / attitudes they do n’t like and have   experienced when contacting the Resolutions department . With this , we started to get   some of the feelings we anticipated and some of the behaviors we had anticipated too ,   as customer service agents were feeling rejected and in some occasions preferred not   to call because of the service they received . 

 With this findings , we decided to gather some of our team members and started to get   their input to also detect the reasons why the best service was not being delivered . We   got some comments about not feeling supported enough on the agent ’s end as they   were not willing to collaborate . With this , we decided to launch a WOW Service   program , in which we put specific guidelines for our interaction : focus on the branding of   the department , increase our tone of voice from a friendlier interaction , and personalize   our interactions by calling everyone by their name , inquiring about how their day ’s   going , and genuinely generate interest and bonding . Applying this , we obtained a   significant improvement in the customer satisfaction scores , as well as in the way our   Resolutions agents and customer service agents felt about the interactions themselves   and the people they had to work with , as genuine interactions created a better work   atmosphere and a sincere want of doing things better . With this , we also got   recommendations from the team members that participated in the WOW program of   some other things that could be included , such as the use of specific phrases to   incentivize the use of a more “ positive ” vocabulary in all the interactions . 

 Insight & Approach 

 By applying the learning launch tool in this specific scenario , we were able to confirm   some of the assumptions we had and even got input from the different agents in both   departments , which confirmed once again the positive outcome this was having : more   positive interactions , greater bonding , proactiveness in finding ways to provide a better   service , etc . I ’d say our results were actually even better than predicted , as we only put   it into place and it grew with time and input from the different stakeholders . With the   results obtained in this program , we ’ll look into applying this to different departments   that work together or even for frontline agents with external customers .
### Output: 