Spinning off the excellent diary NcrissieB posted earlier, I'd like to expand a bit on a comment I made there.
A couple of years ago, the municipality I work for decided to go to a new, more modern database system. At that time, I worked in Customer Service, on the frontlines. It meant a huge change for everyone, but an intense one for Customer Service. Every single thing we did was affected, from policy and procedure to answering phone calls.
We underwent an intenstive training and motivational period, to gear us up for the change. (I don't remember the name of the motivational speaker, only that he was excellent. Two years later, his talk has resonance with me. I wish I did - I would highly recommend him to any group. Maybe I'll email my old boss and ask her and update later?)
I've got more after the jump!
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