언어/Upstream3 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. 이전 1 다음