Create the right environment
Leadership philosophy in creating the right environment.
What is caring about and encouraging their people so they feel truly cared for?
We should be this kind of advisor to our clients
What is a trusted advisor?
The E in "HEART" stands for?
What is Empathize?
Even when feedback isn't ideal, we should still be this.
What is be receptive to feedback?
Service providers should believe this when serving a client and it should be top priority.
What is doing the "right thing" for the client?
Leaders should communicate their decisions this way to be authentic.
What is "communicating the decisions clearly and owning the decision?"
You should always do this when available instead of letting a call go to voicemail
What is taking the clients call?
When clients are upset, start with this type of mindset to avoid tainting the care you provide.
What is an open mind and assume the best?
This can determine a client's level of satisfaction when gathering feedback.
What is a client's last series of interactions?
You should do this in your approach with clients at all times whether or not it is deserved.
What is be gracious in your approach and handle with genuine care?
Make decisions with this in mind.
What is "client experience"?
When you say "what we CAN'T do" something to a client, you should also explain this to the client.
What is the WHY behind why we are unable to do something.
You should not do this until you've verified someone else's availability
What is commit to a specific time another person or department will do something?
We should commit to this for getting regular feedback from our clients.
What is commit to the continual ask?
"Not my job" doesn't exist because this is our goal with clients.
What is first person resolution?
Looking for the Yes and talking about what we CAN do helps create this.
What is "a more positive experience for employees and clients?"
This is an example of how we be authentic and meet clients where they are and not where we want them to be.
What is patiently educating and personally guiding our clients through our processes?
This acronym is the gold standard for recovery conversations, and the acronym stands for.
What is H.E.A.R.T (Hear, Empathize, Apologize, Resolve, Thank)?
Clients should be encouraged to complete this to give structured input on our people, processes and products.
What are formal surveys?
This word means managing the perception that we are taking personal care of our clients.
What is intentional?
Sharing this in team meetings, this helps reinforce positive behaviors
What is sharing positive feedback?
This mindset means learning about other departments to set them up for success.
What is One Insperity mindset?
Even when it's not our fault, we should do this to help solve the issue.
What is advocating for the client?
Feeback should always be given to the appropriate person or team, and you shouldn't do this.
What is let it sit?
When communicating something we can't do, always follow it with this.
What is "what CAN we do "