Empathy
To put yourself in a colleague/customer's shoes.
What is empathy?
It's a saved link to a specific web page or website that allows users to easily access it in the future.
What is a bookmark?
It's the dedication and loyalty of employees, teams, and leadership toward the organization's goals, values, and mission.
What is commitment?
Clear, concise, and accurate exchange of information, ensuring that the message is understood as intended by both the sender and the receiver.
What's effective communication?
Template used to document the case progress.
What's a DDX template?
Choose the Right Moment. Maintain a Calm and Open Demeanor, Start with Empathy and Understanding, Listen Actively
how to deal with an angry customer?
The process of establishing and nurturing professional relationships with individuals or groups to exchange information, support, and resources.
What is networking?
Being accountable on our commitments and tasks,
What's Ownership?
Communications sent after an initial response or action to ensure that an issue has been resolved or to provide updates on its progress.
What are follow ups?
An AI-driven virtual assistant designed to work alongside humans to help accomplish tasks more efficiently.
What's copilot?
The practice of creating a work culture where every individual, regardless of their background, identity, or personal qualities.
What is inclusion?
To seek out opportunities, take on new challenges, and find solutions without needing extensive direction.
What is initiative?
constructive criticism, allowing individuals to learn from mistakes and continuously improve their performance.
What's feedback?
Delivering clear and aligned messages across different channels and stakeholders, ensuring that the information provided does not contradict itself.
What's consistency?
It's a tool used due to restrictions of client's digital data from traversing the European Union.
What's EU DFM?
Refers to the process of building a positive, trusting, and empathetic relationship with the customer.
what is rapport?
To anticipate challenges and seeking solutions before issues arise.
What is proactivity?
To address conflicts effectively, as individuals are encouraged to own their roles in disagreements and work towards resolutions.
What's conflict resolution?
Refers to the conduct, behavior, and attitude that individuals exhibit in a work environment.
What's professionalism?
A tool used to organize, plan, and manage an individual’s or team’s schedule and activities within a professional context.
What's a calendar?
Lack of interest, enthusiasm, or concern from the engineer towards peers and customers.
What is apathy?
To remain calm under pressure and persist in finding solutions despite setbacks.
What is resilence?
Encourage open communication about tasks, progress, and challenges.
What is Transparency?
They help define and clarify the nature of an issue. They are used to gather essential information to diagnose and resolve problems effectively.
What are scoping questions?
It's a formal contract or agreement between a service provider and a client that defines the specific services to be provided, the expected performance standards, and the responsibilities of both parties.
What's an SLA (service Level Agreement)?