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