Overcoming An Unanticipated Obstacle (Answer)

This video segment focuses on an interviewee's experience overcoming a significant obstacle in achieving a key goal.

• The Obstacle: The interviewee encountered an issue with their company's customer satisfaction (CSAT) measurement system. They discovered that the current process, where Escalation Account Managers (EAMs) were responsible for sending out CSAT surveys, introduced significant bias. Some EAMs were selectively sending out surveys only to customers they expected to give high scores, artificially inflating the overall CSAT score.
• Overcoming Challenges:
  • Resistance to Change: The interviewee faced resistance from some EAMs who were hesitant to relinquish control of the survey process.
  • Technical Limitations: Implementing an automated survey system presented significant technical challenges, requiring collaboration with the tooling and automation team.
• Impact and Mitigation: The initial implementation of a more accurate CSAT measurement system resulted in a temporary dip in the overall score. However, the interviewee proactively communicated this potential drop to leadership and addressed concerns.
• Long-Term Results: Over time, as the team addressed underlying issues and improved customer service, the CSAT score gradually increased, eventually exceeding the previous level.

This example demonstrates the interviewee's ability to identify and address a critical issue, overcome resistance to change, and ultimately achieve a positive outcome despite encountering significant obstacles.

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