RDP Skills
Customer Focus
- Taking ownership of customer outcomes
- Increasing empathy – closing the “psychological distance”
- Being curious of unstated needs and being proactive
Judgement
- Knowing when to escalate issues (and not just follow policy and processes blindly)
- Seeing consequences and outside four walls
Self-Awareness
- Being mindful of “hot” states
- Developing a stronger sense of purpose
- Mitigate rationalisation of bad behaviour (i.e. excuse making)
Teamwork
- Building a more supportive team culture
- Fostering healthier group
- Increasing commitment
Building Trust
- Reframing to give customers options and make them feel in control
- Using questions to establish needs and getting into habit of acknowledging
- Handling irate customers
Growth Mindset
- Developing a stronger sense of purpose
- Becoming more open to change and continuous improvement