Example Reflection – Storytelling 

 Challenge & Selection 

 I work as a supervisor in a call center and training new agents before they start serving   clients is very important . The storytelling has allowed me to transmit my knowledge of   how to treat clients according to their emotional state , the experience allows me to   know what tone of voice to use when a client is angry and what phrases to say to calm   them down .   I tell each agent in meetings about my experiences and how I attended them , in this way   I not only pass on the knowledge of the processes they must learn but also knowledge   based on experiences thanks to storytelling . I use these stories to create strategies on   how to serve annoying customers and thus improve the perception of the quality of   customer service .       Application      Each person is different so what works for one does not work for another , with the   Storytelling to a new agent training you was able to prevent a customer from canceling .   This client did not understand that his billing cycle is every end of the month so that the   first five days he must pay for his internet service .   As the client did not understand this cycle , he thought he was paying double , the agent   who attended him applied the narrated story that I told him in which a client thought   that his credit card was debited twice in which to solve He asked to open the debit   history of his card in which it was possible to verify that the bank had debited him 1 only   time in the period of 1 month .   Based on this story , the agent first calmly offered the client a coffee , then asked him to   open his debit history in the confirmation that he was debited only once a month .   After the agent explained the billing cycle in this way the client was calm and decided   not to cancel the service .       Insight & Approach      It is easier for each new agent to learn about the processes by reading the manuals , but   serving a client is a completely different world , the knowledge gained from the   experience of sitting down and serving kind , rude , pushy , grateful clients can not be   captured , young , old or professional .     The narrated stories allowed me to give a very powerful tool to the agents to solve   problems in view that it counts from how to talk to the client , how to recognize their   emotions and based on that , give a solution that is found in the manuals .   Based on the stories told , I will raise all the following training courses for the new agents   of the company where I work . 


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: Example Reflection – Storytelling 

 Challenge & Selection 

 I work as a supervisor in a call center and training new agents before they start serving   clients is very important . The storytelling has allowed me to transmit my knowledge of   how to treat clients according to their emotional state , the experience allows me to   know what tone of voice to use when a client is angry and what phrases to say to calm   them down .   I tell each agent in meetings about my experiences and how I attended them , in this way   I not only pass on the knowledge of the processes they must learn but also knowledge   based on experiences thanks to storytelling . I use these stories to create strategies on   how to serve annoying customers and thus improve the perception of the quality of   customer service .       Application      Each person is different so what works for one does not work for another , with the   Storytelling to a new agent training you was able to prevent a customer from canceling .   This client did not understand that his billing cycle is every end of the month so that the   first five days he must pay for his internet service .   As the client did not understand this cycle , he thought he was paying double , the agent   who attended him applied the narrated story that I told him in which a client thought   that his credit card was debited twice in which to solve He asked to open the debit   history of his card in which it was possible to verify that the bank had debited him 1 only   time in the period of 1 month .   Based on this story , the agent first calmly offered the client a coffee , then asked him to   open his debit history in the confirmation that he was debited only once a month .   After the agent explained the billing cycle in this way the client was calm and decided   not to cancel the service .       Insight & Approach      It is easier for each new agent to learn about the processes by reading the manuals , but   serving a client is a completely different world , the knowledge gained from the   experience of sitting down and serving kind , rude , pushy , grateful clients can not be   captured , young , old or professional .     The narrated stories allowed me to give a very powerful tool to the agents to solve   problems in view that it counts from how to talk to the client , how to recognize their   emotions and based on that , give a solution that is found in the manuals .   Based on the stories told , I will raise all the following training courses for the new agents   of the company where I work .
### Output: 