Call Flow Level 1
Give the standard greeting in Humana. "Thank you for calling Humana.
My name is ____, your healthcare advocate. How may I help you?"
It is a statement that may remove someone's doubts or fears.
Reassure/Reassurance
What is the third level of listening?
Selective Listening
What does 'E' in FACES stand for?
E-enthusiastic
What does AER stand for?
(Acknowledge, Empathize, Reassure)
Give 2 barriers to effective listening.
(Attention Span, Prejudice, Distraction, Lack of Connection, Bias)
It refers to the height or depth in tone of voice.
Pitch
Give 2 tips in Building Rapport.
(Smile, Active Listening, Call the customer by their name, Start the conversation with a warm up, Show empathy, Watch your tone)
What does PREP stand for?
(Point, Reason, Explain, Point)
What are the 2 primary authenticating elements for first base authentication?
(Member ID, Medicare ID)
Give 2 examples of transitional phrases.
(To get the ball rolling/Going back to your concern)
Give the 5 VOC Pillars
Helpful, Ease, Care, Process Ease, Issue Resolution
Give the four types of customers.
(Driver, Expressive, Analysts, Friendly)
Give 5 Taboo Topics.
(Religion, Politics, Race, Gender, Salary)
What is the standard closing spiel?
"It's been a pleasure helping you with (NATURE OF THE CONCERN). Thank you for calling Humana, we are always here to help."