Do This/Not That
Don't Do That!
Not promptly acknowledging when the customer has requested contact? This applies to all methods of incoming messages
What is Making Contact?
My middle name is the same as the Norse God of Thunder.
Who is Michael Tollefsen?
Performance consistently falls short of expectations compared to others or the standard.
What is 'unsuccessful'?
0-24 Hour Contact %
What is >/=70%?
Key observation areas: Recorded Statement Observations, File Reviews/CCR, 0-24, VM return, Call to VM %, total # of VM
What is Customer Experience?
Do This!
Treating each customer the way they want to be treated.
What is Empathy?
Despite my last name, instead of buying an island I would rather buy a mountain ranch with an existing fishery.
Who is CJ Cabana?
Creating experiences that give employees and customers reasons to choose and stay with Progressive
What is the Vision Statement?
Current Gainshare (as of 2/22/24)
What is 1.8?
Observation Areas: File Reviews/CCR, Monthly Inventory Review, Coaching Plans, Intellirisk Observations, Total Loss Document
What is Accuracy?
Do This!
Being the expert.
What is Taking Ownership?
I have 1 child. My favorite vacation destination is Italy. My name is the same as a mountain found is Tuscany, Italy.
Who is Jonathan Montalto?
We contribute to our success by fostering a diverse, equitable, and inclusive culture and by treating our customers with empathy and respect, while resolving claims accurately, efficiently, and paying the right amount every time.
What is the Mission Statement?
% DID to VM
What is </= 40%?
Observation Areas: Team meetings, Helping peers, Staying active in virtual environment, Contributing to development of yourself and others, Go into the office 4x per month, Development
What is Team Engagement?
Don't Do That!
Not having a plan in place for OOO events.
What is Messages?
I have 3 children. I started with the company as a Claims Generalist. My first job was as a sandwich artisan.
Who is Michael Tollefsen?
We treat customers we’re privileged to serve with empathy and respect, fulfilling the promises we make to them.
What is customer experience?
Customer Retention Goal
What is 84.40%?
Don't Do That!
Correspond casually (i.e. not using proper capitalization, incorrect grammar, jargon, etc.)
What is Written Correspondence?
This person is quoted saying "The Claims experience—the real moment of truth—is our opportunity to deliver on the promise we make at the start of our relationship with customers and show what Progressive is all about.”
Who is John Murphy, Claim's President?
We strengthen our competitive position by paying the right amount every time and through continuous improvement of our process, technology, and execution. Two words.
What is accuracy and efficiency?
Current CCR Score
What is 72.80%?
By focusing on the ____________ associated with our roles we’re likely to achieve the results to meet our goals.
What are Behaviors?