H.E.R.D
What are the words that make up the acronym HERD?
honest, efficient, reliable, dynamic
To start off the honesty workshop, what did we describe as the desired outcome of honesty?
Trust
What does efficiency mean?
more output, least possible input
more with less
work smarter not harder
achieve the desired results with less effort and time
How many times was the head office elevator out of service in 2023?
8
Name the most popular feature release of 2023.
GeniusForms!
Provide one example of a behavior or action that adds to a customer's service experience.
Example - answering the phone with a warm greeting and a smile on my face.
We discussed 12 behaviors to build trust in our relationships with clients and coworkers. Describe one.
Talk straight, demonstrate respect, create transparency, right wrongs, show loyalty, deliver results, confront reality, clarify expectations, practice accountability, listen first, keep commitments, extend trust.
Name 2 efficiency enhancers discussed in the Efficiency workshop.
quality meetings, singletasking, competence, goal oriented tasking, KPI's, fit and purposeful technology, commitment management, collaboration/teamwork/communication, time and daily management, well defined systems and processes
What was Leah's costume for Halloween 2023?
Where's Waldo.
Describe a service stereotype, either negative or positive from any industry or business.
Any example of a belief or assumption commonly held about a particular industry or business (positive or negative).
Example of a positive stereoptype - Costco - quality brands and good pricing.
Example of a negative stereoptype - registry offices - typically known for long wait times and gruff service experiences.
What is the most desirable type of trust to extend, as it was called in the Trust Matrix?
Smart Trust
Describe systems and processes.
What is the purpose of the ON A DEMO Zoom channel?
Provide quick responses to sales team member's questions when they are on a demo.
What is a service recovery?
It’s the process of recovering from a poor customer service experience and regaining customer loyalty.
Describe Smart Trust.
The propensity to extend trust based on analysis and sound judgement.
What is one of the three attributes of a process?
Finite, repeatable, add value
What 3 cities does RecallMax have offices in?
Calgary, Toronto, Lehi
When we dove deeper into the idea of service recovery, we described a specific type of service recovery, the restoration of _____. Fill in the blank.
Trust
Name one value and benefit of systems.
organization, reliability, consistency, clarity, confidence, measurements, growth/scalability