John, service desk agent at an IT support company called Here2Help, was invited to take a training course on ‘methodical troubleshooting’. John didn’t understand why the company sent him to take the course. He’s fine with using his own problem-solving methodology.
Marissa, who has a similar role as John, is also asked to take the course. She is asked to have a chat with her manager. The manager explains why she was requested to take the training course and what’s expected of her when she comes back.
After speaking with her manager, she understands that the new, ‘standard’ problem-solving methodology will make it easier and faster to solve complex problems. It also makes it easier to inform clients about what is going to happen to solve the issue using a logical, step-by-step approach. This predictability is something that’s directly related to customer satisfaction. By using the standard approach colleagues can easily take over when Marissa’s shift ends. Marissa understands the reasons to use the standard approach. She’s also curious about the methodology and is excited to attend the course.