Documentation
The reason chose for Opportunities are not presented
What is "Specialty Team"
Friendly and professional introduction
What is greeting
Notations needed for each call on the account
What are the 5Ws
We try to walk caller through process to prevent this
What is call silence
Intent opened on all RSS calls
What is the Escalation Team
We want to place ourselves on mute and not place call on this
What is hold
Its what we chose for Resolution of Call
What is Issue Resolved on call
Expressing this can calm a caller
What is Empathy
The name entered into complaint's information
Who is the Member
Casual and light hearted conversation
What is small talk?