Phone Life
This is what you should avoid doing while a caller is speaking.
What is multitasking/working other cases?
The program that provides retirement benefits.
What is Title II?
The unofficial office speed-walking event happens when this is happening.
What is a long line/full lobby?
Greeting a customer with a smile shows this.
What is professionalism?
PSRW stands for this.
What is Public Service Recognition Week?
This tool captures SSN and documents your calls.
What is TED?
The program that provides needs-based assistance.
What is SSI/Title XVI?
This magically disappears when you're busiest.
What is free time?
Explaining things clearly helps avoid this.
What is confusion?
PSRW typically happens during this month.
What is May?
When a caller needs language help, you should offer this service.
What is a tele-interpreter?
This number is assigned to track earnings and identity.
What is Social Security Number?
The sound that can cause instant stress.
What is a ringing phone?
Following up on pending issues shows this quality?
What is accountability?
This group is being celebrated during PSRW.
Who are public service employees?
This type of time increases when you delay responding to a caller.
What is non-talk time?
This form is used to apply for an original SSN.
What is SS5?
The phrase often means "I'll get to it later."
What is "I'll circle back"?
Treating all customers fairly reflects this principle.
What is equity?
A common PSRW activity is giving this to employees.
What are appreciation awards/snacks?
This is the most important skill when handling difficult callers.
What is active listening?
This system is commonly used to check claim status and details?
What is MCS, MSSICS, etc.?
The one coworker who always knows everything.
Who is the "go-to person"?
Going above and beyond for a customer demonstrates this.
What is excellent service?
The purpose of PSRW is to do this.
What is recognize and appreciate employees?