Connect
What is one way to Connect to a beneficiary?
Open Ended
What is Active Listening?
Giving the customer your full attention and showing that you're listening to understand
Get as many _____ as possible to find a solution.
Details
What is our goal for the call?
To resolve the customer's issue to the best of our ability.
Good or Bad Salute?
Okay. Thanks. Bye
Bad
What is the first thing you should do when answering a call?
Introduce yourself
Listen to ____, not to_____
Hear; Resond
List 2 different questions you can ask the beneficiary to assess the issue?
Open
What is one way we can help resolve an issue if we can't get First Call Resolution?
We can schedule/offer the beneficiary a call back
why specifically do we salute at the end of the call?
To show respect and appreciation to the caller