§ The work
Put your judgment
to work.
Talk to a customer. Choose the next improvement. Direct the agents doing the work, then check whether it made a difference.
From an idea to a result
Follow through on
what you think should change.
Find the problem
Talk with customers. Read their questions. Look for something that keeps getting in their way.
Choose the next move
Decide what to change, what it can cost, and what result would tell you it helped.
Direct the work
Give the agents clear instructions. Review their work and make the decisions that need your approval.
Check the result
See what customers did next. Record what you learned and use it to choose the next improvement.
Where your judgment matters
Stay close to
the important calls.
A customer raises a new problem.
Routine questions can follow written instructions. You work through the exceptions and decide whether the product or the process needs to change.
A purchase needs your approval.
Review the prepared details, weigh the cost, and sign when the company’s spending rules require you. Your authority and its limits are written down.
The same thing keeps going wrong.
Change the procedure, have the agents follow it, and check the next outcome. Turn what you learned into a better way to work.