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