Customer Experience

Category Description

May 22, 2020

Roll With It: Working Beyond the Job Description

by Adam Spencer

As work schedules and job requirements are changing around the globe these days, one of our authors reflects on the flexibility required by so many jobs. With or without COVID-19, CX and EX are always key priorities.   At one of my previous jobs, one co-worker really stood out, and not necessarily for a good reason. As soon as he was hired, it became clear that he didn’t care about his job at all. And while first impressions offer room to change, this colleague was resistant to change, even after multiple advisory and disciplinary conversations.   At this job, there was sometimes very little to do, but even when there was a lot to do he still managed to ignore it. On top of that, he wouldn’t follow through with any request that his managers gave him. He was simply not a good fit for the job.   The story that summarized his experience was an incident with a customer shortly after he started. A customer asked him if he could help her pick up something that she couldn’t manage. It was a simple request that would have taken only a minute or two to fulfill. You’d expect a typical response to this kind of request to be “Absolutely I can help you with that!” or “I have to do x,y, or z, but afterwards I’d be happy to help you!” But his response wasn’t anywhere close. Instead he said…     “Sorry, I’m not going to help you with […]

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