Directory Assistant
When we broke up into teams to discuss proper training for newly hired directory assistants, I never imagined what we'd discover.
See, our group planned out a training regiment based on what we'd learned in class about the learning styles. Each employee would be lectured on all aspects of his or her job, then allowed to ask questions, would pick up a step-by-step sheet for future reference, and would go through a simulation call before taking a live call. We felt that covered everything (assimilator, converger, diverger and accommodator).
I decided that it'd be good to call in an outside source to see how accurate we were and to make any necessary revisions, so I took out my cell phone and called 411. The lady that answered had an amiable, clear voice. I told her that I was in my management class and that we were planning out a training program for a directory assistance positions and wondered if she could highlight some of the things she did in her training.
Little did I know that, "that information is secret." I didn't know Cingular's Directory Assistance Training Program was so high-profile that it had to be guarded like the recipe for KFC.
But, we did learn something else our program had to include: A confidentiality contract.
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