Matching Pairs Call Components - MemberOnline version Call Components - Member by yuly gonzalez 1 Changing one word can change the whole tone of your message. Sometimes just changing your inflection, changes the meaning of words. 2 are skills that you can focus on developing in order to positively impact how you handle a call 3 What to do when Interrupting the Caller? 4 Integrity 5 Caring 6 documenting when you apply the common purpose 7 allow to stablish a personal relationship with out members 8 critical thinking 9 Common Purpose 10 Lifelines support system that CSR can use when they need assistance Tone, Rate, and Volume of Speech you have to make decisions to resolve the callers issue ASD Documentation Empathy Attitude We listen to and respect our customers and each other so we can act with insight We do the right thing for the right reason The goal is to advocate for our members’ best health by helping them get the most from their benefits, building trust and always providing a clear path to care. apologize (i.e. "I'm sorry I interrupted you…") and adjust your pace to match the caller.
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