Create the right environment
This is the key trait leaders must have to inspire care in their team
What is caring?
We should be this kind of advisor to our clients
What is a trusted advisor?
What is Empathize?
Even when feedback isn't ideal, we should still be this.
What is receptive?
This is the number one priority when serving a client.
What is doing the right thing for the client?
Leaders should communicate their decisions clearly and do this
What is own the decision?
You should always do this when available instead of letting a call go to voicemail
What is take the clients call?
When clients are upset, start with this type of mindset.
What is an open mind/ assuming the best?
This kind of conversation can be a great chance to gather feedback.
What is a casual conversation?
What is giving care even when this is not deserved
What is grace?
Leaders should always start with this mindset when asking their team for input
What is "What have you already explored"?
When you say "what we CAN'T do" you should also explain this
What is the WHY behind why we are unable to do something.
You should never do this unless you've verified someone else's availability
What is commit a timeline for another team?
The most recent of these interactions impact client satisfaction
What are recent interactions?
"Not my job" doesn't exist because this is our goal
What is first person resolution?
When recruiting leaders should look for these two key traits
What are service attributes and personal character
Meeting clients where they are means avoiding this.
What is expecting them to understand our processes automatically?
This acronym is the gold standard for recovery conversations
What is H.E.A.R.T (Hear, Empathize, Apologize, Resolve, Thank)?
Clients should be encouraged to complete this to give structured input
What are formal surveys?
This word describes being deliberate in making clients feel personally cared for.
What is intentional?
Sharing this in team meetings helps reinforce positive behaviors
What is positive feedback?
This mindset means learning about other departments to set expectations correctly.
What is One Insperity?
Even when it's not our fault, we should do this to solve the issue.
Feeback should always be given to the correct person or team, not this.
What is letting it sit?
When communicating a "no" always follow it with this
What is "what CAN we do "