Commmunication Tools
1. Good morning/afternoon
2. Welcome to CCRM
3. This is [name]
What is the problem with "Can't, Don't, Won't"
Sounds unwilling
What does ATM stand for
Acknowledge
Take the Lead
Move it Forward
What does Jen recommend you try via email first; before over the phone or in person?
Removing unfortunately/but
what percentag of customers agreed that the company gave "superior" customer service
8%
What are the two categories of descriptor words for pertaining to CCRM's reputation
1. People/Human
2. Technical
places blame; sounds accusatory
Which communication tools do we used to acknowledge?
Word/conversation gems
True or False: Happy Patients are SELF motivated to leave a review.
False
Name the 4 conversation gems
1. Affirming words
2. Mutual Phrases
3. Help statements
4. Empathy
Name 2 identifiers of the CCM Patient experience
Acces, Research/Innovation, Experties, Perfrmance, Environment, Compassionate Care/Service
What is wrong with saying "you need to..." or "you have to..."
comes across as bossy/uncaring
In the ATM process, how do we set the tone?
Acknowledge
Name 2 ways we seek patient feedback
High 5s, Vizium, Email, Salve, Online reviews
10% of conflict is due to difference of opintion. 90% is due to what?
Wrong tone of voice.
CCRM's expectation: Be your Best, ____________, Every time.
"On Purpose"
What's wrong with using "unfortunately, but or however"
Closes people down
It's important that you avoid ______________ without acknowledging first
acknowledge
4 pieces of the email design formula
1. Open
2. Set the tone/acknowledge
3. Body/take the lead
4. Close/wrap up
What percent of communication is HOW it is said?
Bonus: what is the 7%
93%
Bonus: WHAT is said
From 2021 to 2022 how many percentage points did our patient experience scores increase by?
2%
Name one of two words/phrases that can lead to "Can't, don't, won't"
"I" or "we"
How do we "Move it forward"?
Ask a question
Give next steps
Tips to avoid future issues
Name 3 quick tips
Clear/concise, attention grabbing subject lines, avoid hard/negative words, spelling/grammar matter, limit bold/CAPS, Avoid Wall of Words, use punctuation, write for the recipient's understanding, pick up the phone when needed.