First and Last Impression
What is the most important component in our greetings & closings?
Smile!
What is one simple thing we can do personalize the interaction?
Address them by their name
We should listen with the intent to....?
Understand and help
What is a common phrase used to define empathy?
Putting yourself in their shoes
What is mental health?
Our emotional, psychological, and social well-being.
What tone of voice should we have?
Friendly, energetic, enthusiastic
How do we want to treat our members?
Like we would like our loved ones to be treated.
Listening happens in what part of our body?
Brain
In what 2 situations should we express empathy?
Hardships and celebrations
How can we build a connection with others?
Share your feelings and listen to others.
What pace should we have when speaking to our members?
Conversational pace
What is the top reason a consumer will change brands?
They feel unappreciated.
What are probing questions?
Questions we ask to further understand and identify members needs
How long should our hold/wait times be?
Under 2 minutes
What is coping?
Facing challenges and being able to bounce back from difficult situations.
What are the VIPS?
Volume, Inflection, Pace, Smile
What do willingness statements show our members?
Readiness & eagerness
What does eye contact show?
Shows that we are engaged, present, and confident.
What is emotional navigation?
Responding and adjusting to the mood and tone of the member and conversation.
What does mental heath affect?
How we think, feel and act.
What does inflection help us do?
Produce energy and emphasize emotions
What is our value and appreciation goal?
Create a memorable highlight in the interaction through conversation and building rapport.
What level of listening do we want to be at?
Empathetic level
What are members driven by?
Emotional connection and how you made them feel.
In the TED talk, why did Sangu struggle with accepting his own need for mental health care?