I get it! Adapting to new protocols can be overwhelming, especially in a fast-paced customer-facing role. First things first, I'd offer support and resources to help them get familiar with the new protocols. This might include a step-by-step guide or cheat sheet to refer to, or a training session or refresher course to reinforce the new processes. I'd also consider pairing them with a buddy or mentor who's already up-to-speed. Next, I'd encourage them to ask questions and share their concerns. It's essential to create a safe space where they feel comfortable speaking up. I'd remind them that it's okay to make mistakes, it's all part of the learning process!

The important thing is to comfort the team member and ensure they are clear on what they need to know. Schedule a daily 10-minute quick call to discuss and address any specific areas they might not have understood. Providing consistent guidance helps enhance their customer service experience and fosters continuous learning.

1. Provide Additional Training - Offer a refresher session or one-on-one training to go over the new protocols step-by-step. 2. Clarify Expectations - Ensure they fully understand the purpose and importance of the changes to build confidence. 3. Create Job Aids - Provide quick-reference guides, flowcharts, or checklists to simplify complex steps. 4. Be Supportive and Patient - Encourage questions and reassure them that adapting takes time. 5. Assign a Mentor - Pair them with an experienced team member who can guide and support them during the transition. 6. Monitor Progress - Provide constructive feedback regularly and celebrate small wins to boost their confidence.

Eu falaria que estou aqui para auxiliar nessa transição, então chamaria para fazer um treinamento personalizado para que ele se familiarize com os novos processos e sinta segurança para tratá-los. Acredito que um bom trabalho em equipe e com um grande suporte conseguiremos passar a segurança para o cliente, que é o nosso foco e traremos uma excelente experiência nos atendimentos.

Antes de implementar qualquer demanda, realizo treinamentos detalhados, nos quais explico todas as etapas do processo e faço um alinhamento estratégico para antecipar possíveis casos isolados ou imprevistos. Além disso, mantenho-me sempre disponível para suporte, esclarecimento de dúvidas e acompanhamento contínuo. De forma periódica, também solicito feedback dos envolvidos no processo, visando identificar oportunidades de melhorias e realizar os ajustes necessários para garantir o sucesso da implementação.