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Samia Hassan
Facilitator and Coach, Next Level
Samia has over 12 years’ experience in MENA, mainly in Talent Development, sales and marketing. She was part of Leadership Team for Air Miles Loyalty Program, driving digital transformation of the business.
Tricky workplace situation handled
By this mentor in various human skills
1
- You design the service with the customer in mind, you think through the entire customer journey and look at how you can eliminate touch points that aren’t required to increase satisfaction
2
- Initiate a warm intimate greeting Answer their question Repeat their name Explain next steps
3
- I would say 8 I will enhance it by mapping the customer journey and going through it my self by doing mystery shopping at my stores to see first hand how my staff and store meet customer needs and I will also conduct customer surveys to see what additional steps can be eliminated and create a feedback loop system
4
- I would share stories of exceptional customer experience and bad ones and ask my mentee to point out the highlights of the good ones and ask them what they have learned. I would ask them for feedback on what went wrong in the bad customer experience stories and ask them to provide suggestions for improvements . I will take them on store tours/ visits and ask them to do mystery shopping them selves to see the customer journey and Lear how every contact point either enhances the experience or makes it worse
5
- Walking with shoulders and head down Avoiding eye contact Don’t care about appearance Not engaged in conversation Taking long time to deliver tasks or going over deadlines
6
- It does increase productivity
- It has impact on sales
- It doesn’t create a stressful environment
- It does improve health and competitiveness of the company
- It promotes innovation
7
8
- They have a high morale. Reframe the way you look at objectives as learning tools for our growth The way to look at customers we lose to say we have more bandwidth to take on new clients Look at missed targets as a way to revisit the targets and get more ambitions or innovate new company products
9
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- We would use story telling as a way to reframe situations We would use powerful questions like, what is the gift in the situation? I would share the power of metaphors in reframing, story telling in refraining
10
- Send her a video of the bags we have in the store and give each bag a number, so she could tell me which number.
11
- Convergent thinking is a reflective process where you take ideas and analyze them and making decisions about them. Divergent thinking is an expansive process where you go outside to explore to be able to come up with different ideas kinda like blue sky
12
- Create an online process that allows for in store pick up or Express Delievery at a charge
13
- Customers waiting for payment. This can be solved by self- check out and the process can allow customers to scan products, pay for them and self-bag. Another problem is customers not finding their right size. Allow customer to place order for correct size at store and than deliver it to their home
14
- Embodiment exercise which includes a hat, when they are doing divergent thinking they can wear a blue hat to signify the sky and they are encouraged to think big, bold. Once they want to do the convergent thinking we will use a red hat to allow them to slow down, carefully reflect and analyze the ideas
