OPERATIONS 173 6 Demonstrate a greater awareness and knowledge of product avail- ability and price, invoice status, shipment dates, and pending claims 6 Display a stronger concern for quality and accuracy in your work 6 Strengthen your reputation for your listening, understanding, and responding ability 6 Demonstrate a willingness to support the credit/finance department in the resolution of sales order credit and financial hold issues 6 Understand the critical role you play in exceeding customer expecta- tions 6 Always focus on expanding sales while helping to ensure a smooth and efficient transaction experience 6 View every customer service transaction as an opportunity to build loyalty and trust 6 Significantly reduce your percentage of order entry errors when documenting product numbers and change orders 6 Develop a stronger performance track record for upselling addition- al products 6 Obtain stronger customer satisfaction and quality control scorecard results 6 Strengthen your skills in promotional product selling 6 Present more of a can-do attitude when being challenged by emo- tional customers who appear to be unwilling or unable to listen to reason 6 Determine what steps you'll need to take to advance into an assistant store manager position Dispatcher 6 Regularly assess capacity and equipment requirements to determine the best method of transportation 6 Monitor the dispatch board throughout the day, and adjust routes as necessary 6 Maximize service technicians' productivity by setting predetermined sales stops to fill up an entire day 6 Resolve all transportation challenges with a sense of urgency and professionalism American Management Association · www.amanet.org