Response to Client Requests
Suggested Strategy: Utilize a Rating Question paired with a Risk Question to put the evaluation of their behavior in their own hands.
Suggested Questions:
Î Rating Question: On a scale of one to six, with six representing that you are entirely flexible and happy to assist customers with their requests, and one representing that you would just rather not assist them, where would you rate yourself and why? Î Risk Question: What risks do you think might be involved when a customer perceives that you are not thrilled to assist them with their request?
Suggested Activities:
Î Whiteboard Coaching: On the left side of a whiteboard, write down how this individual would describe their current reaction to a customer request. On the right side of the board, write down how the individual would describe what an ideal interaction with a customer might look like when they have a request in the eyes of the customer themselves. Then, erase the left side of the board and work with the individual to create a strategy for the individual to have in place as they work toward the description on the right side of the board.
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