Customer Service
A communication technique that is critical to providing world class customer support.
What is active listening?
The principles that guide our behavior when sending and receiving emails.
What is email etiquette?
When speaking to a customer, always be mindful of how loud or soft you are speaking.
What is the volume of voice?
A member of the ACT Support Program serving as the trigger for case creation and initial contact for callers.
What is Care Support Specialist (CSS)?
The head of Global Patient Services and Communication Distribution of AMYLYX.
Who is Dave MacLeod?
Offering an irate caller this is the first step in diffusing a situation.
What is an apology?
Employee awareness of email risks will protect the company from lawsuits.
What is protection from liability?
When speaking on the phone to a customer be aware of how you sound, ex: tired, aggravated, or distracted.
What is the tone of voice?
External partner to the Care Coordinator (CC) that supports the ACT Support Program and patients with ALS.
What is Reimbursement Support Specialist (RSS)?
The top notch Program Manager on AMYLYX who is GREAT at making sure we are always OK. Thank you!
Who is Melissa Mazara?
"Nobody cares how much you know, until they know how much you care."
Who is Theodore Roosevelt?
Always make sure to let people know when you be out of the office whether it is an extended weekend, vacation, or a business trip.
What is out of office alerts?
When speaking to a customer be mindful of how fast or slow you are talking.
What is the speed of your speech?
Field based reimbursement managers that educate the MD offices on access related issues as well as ACT Support Program.
What is Regional Access Managers (RAMs)?
The head of US Patient Services Lead for the East.
Who is Heather Rezendes?
What is sympathy?
A block of personalized text placed at the end of the emails that are sent, which also has the sender's name, email address, contact number, URL, and more.
What is an email signature?
"Kindness and courtesy are at the root of a positive customer service experience."
Who is Shep Hyken?
A member of the ACT Support Program that is responsible for providing all appeals support and education?
What is Care Educator (CE)?
The Director of Patient Support Services for Makena Care Connection.
Who is Charlotte Keeler?
"Education is not the learning of facts, but training the mind to think."
Who is Albert Einstein?
The way you communicate reflects the type of employee you are, including your work ethic and attention to detail.
What is professionalism?
"That's the way we do things around here."
What is subliminal phrases?
Field based sales team assigned to HCP by territory.
What is Key Account Managers (KAMs)?
The Director of Patient Support Services for AMYLYX who is always available and here for our team. She is AWESOME! Thank you!
Who is Lacey Buckley?