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Copy of Das interaktive Whiteboard (IWB)

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Dustin Kingsbury

on 28 June 2016

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Transcript of Copy of Das interaktive Whiteboard (IWB)

How To Catch A Ball
Simon Sinek: The Golden Circle
How To Catch A Ball
I know you are listening... but are you paying attention?
Behavioral Customer Service Training
Delighters
Delight - to please (someone) greatly; great peasure
WHY
HOW
WHAT
The Biology
Neo Cortex / Homo-sapian Brain
Responsible for rational and analytical thought
Limbic Brain / Primal Brain
Responsible for feelings, trust, loyalty, and decision making
The Skill Set(s)
Technical
vs.
Behavioral
Understanding Our Metrics
Consider the following:
Quality
Regulatory Compliance
Productivity
Service
3 of 4 are about process execution
1 is about going "above and beyond"
Understanding Our Metrics
Kano Model
Must Haves
More is Better
Delighters
What is the Claims and Customer Service Context?
The Biology
Neo Cortex / Homo-sapian Brain
Responsible for rational and analytical thought
Limbic Brain / Primal Brain
Responsible for feelings, trust, loyalty, and decision making
Understanding Our Metrics
Consider the following:
Quality
Regulatory Compliance
Productivity
Service
3 of 4 are about process execution
1 is about going "above and beyond"
Understanding Our Metrics
Kano Model
Must Haves
More is Better
Delighters
The Art of Paying Attention
Clarifying and Perception CHecking
Clarifying - bringing vague information into sharper focus
Perception Checking - request for verification of your perceptions
Summarizing
Summarizing - Pulling together, organizing, and integrating the major aspects of your dialogue... to put key ideas and feelings into broader statements
Empathy
Primary Empathy - reflection of content and feelings
Advanced Empathy - reflections of content and feelings at a deeper level
Putting It All Together
Did Raymond use all of the techniques effectively?
Paraphrasing
Clarifying & Perception Checking
Summarizing
Empathy
What are the pitfalls of "paying attention"?
Seeking to be understood, before seeking to understand
Predisposition / Snap Judgement
Failure to use silence appropriately
The Art of Listening: Verbal vs. Non-verbal
70-90% of all communication is non-verbal (facial expressions, gestures, posture, etc.)
Where do we find this in Claims?
Paraphrasing
Paraphrasing - expressing someone's ideas in your own language
Active Listening
1000
Before Our Regularly Scheduled Programming...
40
1000
30
1000
20
1000
10
4100
The Art of Conversation
Adaptation
(Inter)Action
Action: The state or process of acting or doing; organized activity to accomplish an objective; the most important or exciting work or activity in a specific field or area
PUtting it all together (part 2)
A&E: Not The Cable Channel
Anticipate: To realize beforehand; to answer (a question), obey (a command), or satisfy (a request) before it is made; to nullify, prevent, or forestall by taking action in advance
Expect: To look forward to the probably occurence or appearance of; to consider likely or certain; to consider reasonable or due; to consider obligatory; to pressure
Action Based
Belief Based
How Are They Different?

Adapt: To make suitable to or fit for a specific use or situation
The Warrior Ant
The Galapagos Finch
Us!
Where do we see this in our Claims files?
Got Delighters?
What does this mean in the context of claims?

Think Creatively
Do Something Unexpected
It Doesn't Have To Be Big
3 Key Aspects:
Delighting 101
Think Creatively
It Doesn't Have To Be Big
Do Something Unexpected
The Golden Circle: Start With Why
The Biology
Active Listening: Listen and be Heard
The Art of Conversation
The Kano Model
Delight Our Customers
Any Questions?
Interaction
Expectation
Anticipation
Action
Adaptation
World/Others
Self/You
Thank you for your reply. I don't want to sound judgemental or come off as ungrateful. However, my answer of "5" which indicated neither satisfied nor dissatisfied, was an accurate depiction that the insurance process and products that I received was exactly what I expected according to the terms set out. Let me explain with an unrelated example. If you push the "y" button on the keyboard of your computer and a letter "y" is displayed on the screen, you have just received exactly what you wanted. You are neither satisfied nor dissatisfied with the result. If you pushed the "y" button and you received back more than what you asked for you might be thrilled with the outcome and an opposite reaction may come from the inverse. Therefore my answer to the survey indicates a practical answer and rational answer, not an emotional one.
In Closing...
Full transcript