We will:

• Show empathy and understand an issue from the customer’s perspective.
• Be open minded.
• Examine the history and background of an issue before making a decision

We won't

• Answer the wrong question.
• Have preconceptions.
• Shut down the conversation.
• Breach any regulatory obligations.

How can I apply this to my Team?

• Review how your Team contacts customers – how do they want to hear from you?
• What information do you have on your clients?
• Do you look at this before contacting them to build a picture?
• Use workflows as a guide but recognise they might not fit every situation