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HUMAN SIGMA MANAGEMENT Managing the Employee - Customer Encounter   RITU DHUNNA   2020070419
“ The world was built on relationships between human beings."
DEFINING HUMAN SIGMA
HUMAN SIGMA MANAGEMENT ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
 
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
MEASURING HUMAN SIGMA
 
 
FORMULA: ,[object Object],[object Object],[object Object],[object Object]
 
BASIC RULES
####Feelings are Facts: Emotions Frame the Encounter ,[object Object]
THINK GLOBALLY: MEASURE & ACT LOCALLY
The Encounter must be measured Locally; ,[object Object],[object Object],[object Object]
##Customer Engagement ,[object Object],[object Object]
 
##Customer Engagement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Employee Engagement ,[object Object],[object Object]
HUMAN SIGMA: Strong on Description; Weak on prescription
[object Object],[object Object],[object Object]
EXAMPLES :
 
 
[object Object],[object Object],[object Object],[object Object]
 
Issue of Calling Customer Care  PC not functioning properly. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object]

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