We put ourselves in the shoes of the individual who needs assistance. If it is an HR professional, we work efficiently and promptly to make their lives easier. We are trained to ask the questions that the individual may not think of asking in hopes to be proactive and exceed their expectations. If it is a member (employee or family member), we think about how the situation may be affecting their family and do our best to help them remain calm. Our goal is to get everyone the help they need as quickly as possible and to make an uncomfortable situation bearable. We remain focused on fixing the issue while providing a pleasant experience.”