언어130 21/06/28 8~9p p.8 The effort to reduce call volume at Expedia was a successful upstream intervention. Downstream actions react to problems once they’ve occurred. Upstream efforts aim to prevent those problems from happening. You can answer a customer’s call and address her complaint about a missing itinerary (downstream), or you can render that call unnecessary by ensuring that she receives her itinerary up f.. 2021. 6. 28. 21/06/27 - 7p p.7 Reps were trained to make the customer happy - as quickly as possible. Short calls minimized expenses. “The lens we were using was cost,” said O’Neill. “We had been trying to reduce that cost. Instead of a ten-minute call, could we make it a two-minute call? But the real question was: Why two minutes? Why any minutes?” p.7 When you spend years responding to problems, you can sometimes overlo.. 2021. 6. 27. 21/06/26 p.6 You and a friend are having a picnic by the side of a river. Suddenly you hear a shout from the direction of the water—a child is drowning. Without thinking, you both dive in, grab the child, and swim to shore. Before you can recover, you hear another child cry for help. You and your friend jump back in the river to rescue her as well. Then another struggling child drifts into sight… and another.. 2021. 6. 26. [RC] 토예특 핵심 문제 집중 풀이 Part 5 101~110 https://www.youtube.com/watch?v=Ci1CQ5aZcfM 1. Access 1) 단순히 뜻만 알아선 안됨 2) 2가지를 알아둬야함 - 명사 & 동사가 됨 - 명사로 쓰일 땐 셀 수 없는 명사로만 쓰임 102. -------- to the swimming pool at the Jefferson Health Clinic is granted only to members at the silver level or higher. Access는 타동사이기 때문에 Accessing도 뒤에 목적어가 있어야 함. 그런데 Accessing을 넣으면 to the swimming pool은 목적어가 될 수 없기 때문에 Accessing은 안됨 2. 명령 요구 제안 103번 Mr.Jacobs' decisio.. 2021. 6. 13. 4.27 - 83~84p p.83 It's a small thing, for sure, but in thousands of negotiations, large and small, from restaurants to your job to geopolitics, using other people's standards is a highly persuasive way to achieve your goals. p.84 Using their standards is important because the world is an unfair place; people and companies violate their own standards all the time. They make service promises and break them. Yo.. 2021. 4. 27. 2월 23일 - 80p~82p p.80 It is better to ask negotiation questions: What do we do now and how do we prevent this from happening again? p.82 One cannot tell anyone anything unless they are ready to hear it. Movie named A passage in India. 2021. 2. 23. 이전 1 ··· 4 5 6 7 8 9 10 ··· 22 다음