The Being Yourself Culture

Jan Ch. Karlsson

Chapter 52 in Organizational Misbehaviour in the Workplace, 2012, pp 125-126 from Palgrave Macmillan

Abstract: Abstract The managers said that they all respected the fact that the Telephone Sales Agents at the airline knew better than anyone how to do their jobs: they knew what their customers wanted and they knew how to sell. They all agreed, management said, that the goal was for as many phone calls as possible to result in actual bookings and sales of travel-related services. Just be yourselves, management said. We’ll give you the time to build up a rapport with your customers — then you’ll be successful at selling services. Some customers want to chat about this and that when booking their trips. The culture here empowers you to talk a bit extra. We trust you.

Date: 2012
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DOI: 10.1057/9780230354630_52

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