Commonly used phrases
This is a phrase you would use when a case/contact has waited to speak with you.
What is “Thank you so much for waiting.”
Listening skills, care, courtesy, communication, and ownership are essential components of _______.
What is “Good Customer Service.”
What are two ways to demonstrate active listening skills during a call?
What is “Expressing empathy or concern for the case/contact, Paraphrasing to show understanding, Verbal affirmations/acknowledgement”
Even though you are interviewing your case on the phone and you cannot see them, and they cannot see you, you should always say it with a ____ (to sound more friendly or warm)
What is “smile”
It's what you do when you make a mistake while on a call with a case.
What is “take ownership and apologize”
This is a phrase you should use when you have been asked a question you do not know the answer to.
What is “That's a great question. I don’t know off the top of my head, let me find out!”
Practicing good judgment and polite behavior is an example of what?
What is professionalism
“I see,” “I know,” “Thank you,” “I understand,” are examples of ___
What is a “Verbal Affirmation”
This is something you can do in between sentences to allow for better communication with the case.
What is “pause between sentences or topics.”
This is what you do when a case has concerns while on a call.
What is “acknowledge and/or address their concerns”
This is a phrase you should use when you encounter a very frustrated case or contact.
What is “I understand that may be frustrating”
Being in a private quiet space, turning off computer notifications, and limiting background noise is an example of _____.
What is a “professional environment"
Scenario: While your case was telling you about places he went in the gathering section, he mentioned that he used to go there with his brother on the way to work but now he is retired. What other questions in the survey do we now have information for?
What is “Occupational Status”
This is what you can do to increase communication and build familiarity with the case.
What is “use a conversational interview style and ask open-ended questions.”
This is what you do when a case has a complaint during the call
What is “acknowledge and value their complaint as it gives us an opportunity to improve”
This is a phrase you should use when you have to place a case or contact on a brief hold (less than 2 minutes)
What is “May I place you on a brief hold? Thank you for your patience”
Sending the DCI link to cases who would like to take the survey on their own is an example of _____.
What is “Following up on commitments”
Why is active listening important?
What is “Active Listening builds trust and establishes rapport."
When communicating with a case, both _______ and ________ alter how a conversation or a message is perceived.
What is “language and tone (others: Pitch, pace, volume, intonation pattern)”
This is the mindset all CIs should adopt when helping a case
What is “a ‘helping hand’ mindset”
This is a phrase you should use when you first pick up an inbound phone call from a case or contact.
What is “Thank you for calling the Arizona Department of Health Services, this is _____, How may I help you?”
Using polite language such as "Please, Thank you, and You’re welcome" and smiling when speaking are examples of _______.
What is “demonstrating courtesy”
Scenario: Case tells you that their spouse was sick and tested positive three days before them. Where would you utilize this information during your interview?
What is Isolation/Exposure guidance
Two components of communication in a motivational interview style are __________ and __________.
What is “ask tell ask and closing the loop”
While interviewing your case, he expresses political views and claims that things would be different if he was of a different race. What should you do to continue to focus the interview on the case’s health and case investigation questions?
What is “politely redirect the case”