The power of an active smile - Marco, Ancona

08/14/2015 - 09:00 AM

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Marco, Open Access Telecom Italia, tells about a difficult work experience, solved in the best way with collaboration, mutual help... and many smiles.

It was a quiet morning in September 1998. I was in my specialist support office when my "boss's boss" called me and said: - " We need you to manage the CSU/Transmissions for the province of Ancona, where, as you know, there are quarrels between technicians, complaints, trades union disputes etc. etc.". I was thus catapulted into a situation consisting of continuous compromises, between company demands for productivity, customers' problems and the technicians' needs/priorities/complaints. The organisational, logistical and human difficulties involved in bringing together all the interests concerned in order to achieve customer satisfaction were enormous for me, coming as I did from a purely technical background, with no managerial experience behind me. Added to this was a "commuting" CSU manager, tied to train times and therefore spending little time in the office (in a period when company mobile phones could be used only for receiving calls, not for making them). I rolled up my sleeves and, handing out smiles and a willingness to help to everyone, supporting the technicians inside and outside the office, intervening with them day and night, putting myself into their situations and problems, without distinction between them, I succeeded in creating an environment that was healthy, cordial and collaborative, and received praise and compliments all round. Great was my satisfaction when I managed to organise a departmental dinner which everyone attended. The friction between colleagues was reduced, everyone worked and helped others, some of the complaints were withdrawn, and union disputes were favourably resolved. It was a good period of professional growth, but especially of personal growth. This was an experience which lasted till 2003, and which I will always take with me, and one which I have also been able to exploit in my social and family life, improving me as a person.

Marco Mengoni, Ancona

A smile is nearly always inspired by another smile

Anonimo