1-3-1 Model Basics
What does the 1-3-1 model stand for?
1 Problem, 3 Solutions, 1 Recommendation
What’s the correct way to acknowledge a team message?
Respond or use an emoji
Which tool helps you find past client conversations?
Missive and MC notes
New Customer is under paying. What do you do?
Review notes, scope, quote and add mistake to feedback form.
True or False: You should notify in the team chat if you are going to lunch and tech is waiting for an answer.
True
What is the main goal of the 1-3-1 model?
Encourage proactive and solution-based thinking
Where should you NOT post about a tech being outside for 40 minutes?
In team chat – check SOP(Process) first and proceed as indicated
What tool gives you transcripts of calls?
Dialpad
True or False. If a Tech is crying you should notify the team or your supervisor using the 1-3-1 Model.
False
Mary called to say she's is available to help. What should you do with this information?
Announce it in Operations chat in case another tech needs help.
What should you do when presenting a problem to your supervisor?
Do some research to Bring 3 possible solutions and 1 recommendation
How do you handle a non-urgent mistake?
Submit it through the feedback form
Where do you note important client updates after a call?
MC Internal Memo
A client is upset because a tech is late. What should you do?
Check SOP or ask for help in main chat using 1-3-1 Model
What should you do when you need a team mate to complete a non-urgent task?
Create a task in Main chat/department chat
Why is the 1-3-1 model better than just reporting an issue?
It saves time, builds confidence, reduces overwhelmed feeling/stress
What should you always check before messaging someone about a task?
Whether it was already addressed in Missive, Dialpad or noted in MC
What’s the best way to locate a process if you forgot it?
Search keywords in the AI Bot or SOP drive
True or False. If a tech calls you that a client is underpay you should notify the sales person immediately.
False.
True or False. You should report ongoing "trends" mistakes to team/supervisor
When should you NOT use the 1-3-1 model?
For emergencies or urgent safety issues (act immediately)
Communication Protocol: Please mention the three things you should do when sending a message to the group chat or team member
Be Concise(One clear and well-written message)
Use Proper Grammar
Acknowledge every message
Give me at least one difference between 1-3-1 Model and Drive/AI Bot
Ai bot= instant answers of policies, SOPS, solves mostly what and where questions, available anytime
1-3-1 Model = Mainly solves how and why, builds confidence, helps us service our clients faster
You’re unsure what’s included in a TTB. What do you do?
Do some research, Review the SOP or checklist on our website
A tech calls you that a client is requesting additional services. You are not sure what to do, what should be your next step?
Do some research in the drive or AI bot. If you are still confused use the 1-3-1 model to ask for help.