Reference no: EM132995433
Cheryl is your coworker at TelCom, a large cable and internet company.
You've both worked there for the past two years. Cheryl started out part-time in the collections department and is now a full-time customer service representative. Despite the occasional rude or angry comment from customers, Cheryl genuinely likes helping solve the customers' problems.
While her manager praises her for her patience and efficiency on calls, Cheryl has yet to earn the monthly sales bonus for selling customers additional services. This includes things like converting a service call into a service upgrade. Cheryl wants to earn more money and maybe move up in the company, but she feels uncomfortable and phony reciting the sales script. Whenever a customer tells Cheryl that they're not interested in adding a premium channel or increasing their internet speed, she feels embarrassed that she even asked. She doesn't feel confident that she can persuade enough customers to upgrade their television or internet package to ever earn the bonus. She also worries that if she doesn't increase her sales soon, she will not be able to advance in the company and may even be fired.
-How can Cheryl learn to be more authentic with her customers?
-How might Cheryl embrace her uniqueness working with others?
-What are some ways Cheryl can let go of her need for external validation?
-How will using the Be Yourself strategy help Cheryl build her confidence at work?