Managing Complex Requests
A water leak requires us to take a fully booked training room offline for two weeks. Is the only solution for us to cancel all meetings in that room? Yes/No
NO. Re-confirm all existing reservations, move reservations if possible, utilize The Green or DCafe, contact a nearby office for availability, check on external options... Be creative and exhaust all options.
You are new to OE but have a suggestion on how to elevate an event. Should you bring it up? Yes/No
YES. Your insights are critical towards the teams success.
A visiting PPMD needs a reservation for a client dinner at an exclusive restaurant. Who do you contact?
a) Their EC/AA, b) Event Enablement, c) Your Manager
a. Their EC/AA would be the best source to assist.
Is it acceptable to let a frequent non-Deloitte visitor to the office pop in quickly without following visitor protocol? Yes/No
NO. Visitors must follow the Visitor Check-in process at the reception desk, no matter how frequent or infrequent their visit.
A Deloitte employee is asking for a personal package to be shipped. They provided their personal credit card information and shipping details on a piece of paper and left. Should you fulfill this request?
NO. Per Deloitte policy you are unable to handle personal credit card information. It poses a PII risk.
You see a Deloitte professional gazing at a floor map, looking for a room location. You are busy and they did not ask for help. Should you ignore them? Yes/No
NO. This seems like a quick fix so you should offer your assistance. If the request is complex, either make arrangements for someone else to handle it and orchestrate the handoff or, handle it yourself and transfer your original task to another team member.
Critical Thinking/Judgement skills are learned early in your career. Once you have it, you have it! True/False
FALSE. Critical thinking and judgement skills require continuous development and application.
In offices with mobile badging, employees do not need to carry and display their Deloitte ID badge. TRUE/FALSE
FALSE. Lanyards must be worn around the neck with ID Badge clearly displayed even with active mobile badge credentials.
A client reaches out to One Team and asks if we can order same day lunch for 25. Our response should be "Let us reach out to our caterers to see if they can accommodate this last-minute request. We'll confirm back asap." True/False
TRUE. Despite most caterers requiring 24-48 hours of advance notice, some caterers are able to meet large requests in a short period of time.
Name One of the 4 Key Elements of Working Effectively with others.
Body Language, Listening/Being Empathetic, Collaborating, Being Respectful
The office MP asks to reserve a room 3 days from now for 50 people. However, the only room that you have that would accommodate this request is booked for a national training event. Can you bump the training event? Yes/No
NO. We cannot bump a national training event without good cause and adequate notice.
An employee accidently throws out an important document in a shred-bin. As long as only the document in question is removed, One Team is allowed to unlock the bin. TRUE/FALSE
FALSE. Let the client know you will escalate their request. Then, contact your supervisor/manager with details. They will contact their OE Sr. Manager and Lisa Kroop (OE’s CI Data Manager) who may also engage FA CI leaders (Lead Data Manager & FA CI Champion) in order to determine the right course of action.
Partner X auto-bumps from reserved space and demands that OE evict Partner Y, who subsequently reserved the space. Is Partner X still entitled to use the office even if he was auto-bumped? Yes/No
NO. In accordance with the hoteling ruleset, Partner Y is now assigned to the space since Partner X's booking bumped.
Your ____ _____ is just as important as your words. Is your ____ _____ showing that you are happy to help? Fill in the blanks.
BODY LANGUAGE. Non-verbal cues play a crucial role in customer service, as they can significantly impact the customers perception of the interaction and the overall experience. Body language may include standing straight, making eye contact, using a calm tone and smiling when speaking with a customer.
Business Services has several Center of Excellences (COE’s) which offer national standards that must be adhered to by local One Team. The local One Team should NOT deviate from the national standard. True or False?
FALSE. While Business Services' Centers of Excellence (COEs) provide national standards to ensure consistency and quality, there may be exceptional circumstances where local teams need to adapt these standards to address specific local requirements or unique situations. It is important for local teams to communicate and seek approval from their leadership, who will escalate to the COEs accordingly.
A PPMD is asking to have a small team gathering and pour their team a celebratory toast. In order to keep their budget low, they plan to cater themselves, including pouring champagne to toast. This is ok since the PPMD will be in charge and food will also be served. TRUE/FALSE
False. Deloitte has a strict policy that prohibits PPMDs and employees from pouring alcohol. A third-party bartender must always be utilized.