1)Christina joined the customer service team at a credit card company just over a month ago. She has observed many ways to improve the customer service process. She tried to present her ideas to her team members, but one by one her ideas were quickly shot down.
“This is the way we’ve always done it,” “You really haven’t been here long enough to understand,” and “Don’t fix what isn’t broken,” are the most common replies she received when offering her suggestions. Christina now feels unimportant and wonders if she’ll ever make an impact.
a)What can Christina influence in this situation?
b)What can’t she influence?
c)How can she increase her influence in this situation?
