These past two days of MAGIC training has got me thinking in
a new perspective. I am more analytical in listening in on how some of the
managers speak to their DSCs. I am starting to notice the little things in everyone’s
conversations. They all have an aspect of MAGIC from the connection, getting to
the heart of the matter, and closing with a relationship in mind. We may not
remember all 33 steps, but having some points in mind places our team ahead. Every interaction is an opportunity to create
an impression and lasting relationship. These skills were not meant only for work, but
overall improve everyday communication with anyone. An example used about
customers halting any consumerism from a certain supplier for a few reasons was
mostly affected by the attitude of indifference expressed by the supplier. This
means that the interaction with the customer and supplier was crucial in
providing excellent customer service that will lead to a loyal customer saving
the company more than just money. There are many more variables to just money,
but the PR attached to losing one customer can cause a ripple effect which is
something we wouldn’t want. Although it is okay to make mistakes every now and
then because we are not perfect and only human, but customer service shines in
how we fix problems by turning a negative to an everlasting positive. I am glad
to be a part of this training and look forward to creating MAGIC interactions.
:D
Andrew TamIntern, Supply Chain
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