Service Etiquette
What is the first step to a successful inquiry response?
A Professional Greeting
Whether on a call or drafting an email, providing a professional greeting is your first step when responding to an inquirer.
What is the tool available to you to identify the appropriate program for escalations?
Triage Tree
"So what I hear you saying..." is an example of?
Paraphrasing
"I've reviewed your message and I'm working to get this resolved."
"I'm sorry this happened - Let's get it corrected."
These are examples of?
Taking Ownership
What term describes asking targeted questions to gather more information from an inquirer?
Probing
Why is Active Listening/Comprehension important?
Shows the inquirer that we attentive and engaged with the conversation or response.
Which function can be used to easily identify keywords within the Triage Tree?
CTRL+F
When an inquirer sends incomplete details you should...?
Ask Clarifying Questions
Probe
Get more information
Validating the inquirer's emotions, while not necessarily agreeing with their complaint is an example of?
Empathy
What is the medical process of making a person immune to an infectious disease?
Immunization
Reassuring the inquirer, acknowledging their situation and seeking a solution is an example of?
Empathy
What are the first 3 pieces of information you need to start an escalation?
Inquirer's Email + Name + Phone Number
"I understand how important this issue is to you. Let's work together to find the right solution." Is an example of?
Empathetic Language
By offering clear, concise resolution options, keeping the conversation goal-oriented, you are keeping to a?
Solution Focused Approach
What is given to stimulate the body's immune response to protect against disease?
Vaccine
What are special words or expressions that are used by a particular profession or group and are difficult for others to understand?
Jargon
In order to change the disposition to escalation the inquiry type must be adjusted to?
General
When you recap for understanding and accuracy you are?
Summarizing
What does C.O.O.L. stand for?
Control Emotions
Offer Empathy
Own Situation
Lead
What is a type of viral disease often marked by skin eruptions?
MPOX
Confirming that all the inquirer's issues have been addressed, offering further assistance and thanking them of their inquiry are all examples of?
Proper Closing
Escalation Priority should be marked as?
Medium
BONUS**
High - for Specialists/ Clinician Calls
"I'll now check the tracking system for the most recent update. This may take just a moment." Is an example of?
Setting Expectations
The inquirer is threatening, distressed, or rejects all offered solutions are all examples of?
Emotional Clues
What is your first search step?
A-Z List