Customer Centric Lessons from “Divergent”
Apr07

Customer Centric Lessons from “Divergent”

While it may not carry quite the same professional relevance as the DiSC test, the personality factions from Veronica Roth’s “Divergent” are a fascinating study of human behavior.  We all of us have a default frame of mind by which we approach the world, and chances are, it is one of the five outlined below.  By viewing our support centers through the “Divergent” lens, we are likely to learn something new about our analysts and ourselves.  The following is a brief commentary on each faction complete with tips on how to succeed with it’s membership.    Dauntless – Who above all else value bravery. The Dauntless have an insatiable desire to be the hero.   They often build extra urgency into situations that do not require it in hopes of saving the day.  Even when they have nothing to do, a dauntless will act extremely busy.  It is all part of keeping up the appearance that their services are in special demand.  Being treated as just an average member of the team may cause them to undermine your leadership. How to succeed with a Dauntless – If it is danger they are looking for, give it to them!  Who better to manage critical  situations?  They will tenaciously pursue a resolution and fight for the customer.  They are not afraid to step on the occasional toe to get what is needed.  Offer frequent alignment checks to establish top priorities and prevent them from getting carried away in their own passion.  When they try to take on an unnecessary burden by themselves, remind your dauntless that many would-be heroes have shown their true colors as goats.    Erudite – Who above all else value knowledge. Erudite pursue learning with an avaricious vigor.  Within a knowledge centered support environment, information is the ultimate currency.  In this way the Erudite are rich.  They will dive head first into a set of release notes…the very same document that everyone else opened up for 20 seconds, skimmed the first paragraph, and closed forever.  While they may know more than others on your team, they have a tendency to be self-serving. In their continual quest for knowledge, they may consider it a hindrance to slow down and educate others; whether verbally or in the form of public knowledge base submissions. How to succeed with an Erudite – Challenge them to admonish the rest of the group with the information they are receiving.  See “The Real Rock Star.”  As they demonstrate efforts to learn for the greater good of the team, reward them with exposure to exciting things.  As you prepare our metrics, challenge them to review the numbers...

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