Challenge & Selection 

 Storytelling is an effective weapon in understanding the customer . Especially if you work as a quality   engineer in a department that has direct interaction with the customer like me , you have to understand   the customer . It is necessary to discover deeply the wishes of the customer that they did not realize . My   clients with the largest population are truck drivers . Truck drivers can spend 3 - 5 months away from their   homes , only in the truck . They travel from country to country alone . It would not be wrong to say they   are like turtles carrying their houses on their backs . 

 Application 

 I received an offer from one of the leading truck companies in the Balkans to come up with an innovative   yet simple idea . This firm has had dramatic declines in sales figures in recent years . They wanted to   engage the customer with simple but effective ideas . They did not build trucks with excessive   performance or low fuel consumption , as they did not have a lot of money on their budget . So they   wanted to get counseling . But I was more knowledgeable about truck drivers in Western Europe . In every   geography , people like different things . It was a risk for me , but I still accepted the job and wanted to go   to the field and talk to the drivers on the spot . I spoke with about 20 drivers , and the part they all   highlighted was interestingly the same . The drivers did not like to wipe the floor of the cabin , but they   also wanted to step on the floor in clean socks without shoes . This made them feel at home . But there   was a problem . When they took off their shoes , there was no place to put them . Many were trying to put   it on the truck step . However , from there , rain and dust came in and dirty the shoes . 

 Insight & Approach 

 I immediately shared this new information I learned with my company . I told them that these drivers   should feel at home , that this is actually not that difficult and we will gain customers loyal to our brand .   As a solution , I would expand the metal plate of the door down . Thus , one of the steps would be closed   by the door , and there would be an area that would not come into contact with rain and mud . The next   year , customer satisfaction scores increased by 8 points from 59 to 67 . This was the highest jump since   2002 . 

 Observing the customer 's problem through the eyes of the drivers gave me a different perspective . Our   brand made a difference in a market where all competitors focused only on horsepower and fuel   consumption . 

 The company was now aware that small elements could make a big difference . It was now a company   policy to share the customer 's concerns in the field . 

 This course made me realize the power of storytelling and gain different perspectives . 

 In my daily business life , I will try to do my work with this perspective . 


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: Challenge & Selection 

 Storytelling is an effective weapon in understanding the customer . Especially if you work as a quality   engineer in a department that has direct interaction with the customer like me , you have to understand   the customer . It is necessary to discover deeply the wishes of the customer that they did not realize . My   clients with the largest population are truck drivers . Truck drivers can spend 3 - 5 months away from their   homes , only in the truck . They travel from country to country alone . It would not be wrong to say they   are like turtles carrying their houses on their backs . 

 Application 

 I received an offer from one of the leading truck companies in the Balkans to come up with an innovative   yet simple idea . This firm has had dramatic declines in sales figures in recent years . They wanted to   engage the customer with simple but effective ideas . They did not build trucks with excessive   performance or low fuel consumption , as they did not have a lot of money on their budget . So they   wanted to get counseling . But I was more knowledgeable about truck drivers in Western Europe . In every   geography , people like different things . It was a risk for me , but I still accepted the job and wanted to go   to the field and talk to the drivers on the spot . I spoke with about 20 drivers , and the part they all   highlighted was interestingly the same . The drivers did not like to wipe the floor of the cabin , but they   also wanted to step on the floor in clean socks without shoes . This made them feel at home . But there   was a problem . When they took off their shoes , there was no place to put them . Many were trying to put   it on the truck step . However , from there , rain and dust came in and dirty the shoes . 

 Insight & Approach 

 I immediately shared this new information I learned with my company . I told them that these drivers   should feel at home , that this is actually not that difficult and we will gain customers loyal to our brand .   As a solution , I would expand the metal plate of the door down . Thus , one of the steps would be closed   by the door , and there would be an area that would not come into contact with rain and mud . The next   year , customer satisfaction scores increased by 8 points from 59 to 67 . This was the highest jump since   2002 . 

 Observing the customer 's problem through the eyes of the drivers gave me a different perspective . Our   brand made a difference in a market where all competitors focused only on horsepower and fuel   consumption . 

 The company was now aware that small elements could make a big difference . It was now a company   policy to share the customer 's concerns in the field . 

 This course made me realize the power of storytelling and gain different perspectives . 

 In my daily business life , I will try to do my work with this perspective .
### Output: 