The Customer Experience Manager of the Port of Miami is holding a town hall meeting with all her staff to announce changes in the way passengers are welcomed aboard Kalypso ships These changes are the result of the efforts you have led These are her words Welcome and thank you for joining us today After several weeks of work, a team led by our Process Improvement Office with the participation of some of our most committed associates has completed a redesign of our passenger check in process We will begin the implementation of these changes starting today Our Process Improvement Lead (you) will now highlight the main points of the new process Share with your peers your views on the following points 1 How would you describe the expected benefits of the changes being implemented 2 What strategies would you employ to gain the buying in of the customer service team 3 How would you react to expressions of skepticism and resistance to change from customer service employees during the town hall meeting 4 How would you respond to concerns with the ambitious timetable The Customer Experience Manager of the Port of Miami is holding a town hall meeting with all her staff to announce changes in the way passengers are welcomed aboard Kalypso ships These changes are the result of the efforts you have led These are her words Welcome and thank you for joining us today After several weeks of work, a team led by our Process Improvement Office with the participation of some of our most committed associates has completed a redesign of our passenger check in process We will begin the implementation of these changes starting today Our Process Improvement Lead (you) will now highlight the main points of the new process Share with your peers your views on the following points 1 How would you describe the expected benefits of the changes being implemented 2 What strategies would you employ to gain the buying in of the customer service team 3 How would you react to expressions of skepticism and resistance to change from customer service employees during the town hall meeting 4 How would you respond to concerns with the ambitious timetable

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Posted on Sep 09, 2024

The Customer Experience Manager of the Port of Miami is holding a town hall meeting with all her staff to announce changes in the way

The Customer Experience Manager of the Port of Miami is holding a town hall meeting with all her staff to announce changes in the way passengers are welcomed aboard Kalypso ships. These changes are the result of the efforts you have led. These are her words: "Welcome and thank you for joining us today. After several weeks of work, a team led by our Process Improvement Office with the participation of some of our most committed associates has completed a redesign of our passenger check-in process. We will begin the implementation of these changes starting today. Our Process Improvement Lead (you) will now highlight the main points of the new process." Share with your peers your views on the following points: 1. How would you describe the expected benefits of the changes being implemented? 2. What strategies would you employ to gain the buying in of the customer service team? 3. How would you react to expressions of skepticism and resistance to change from customer service employees during the town hall meeting? 4. How would you respond to concerns with the ambitious timetable?