HELLO
BE :POLITE-CONFIDENT AND
WHAT IS ENGAGING
SPEAK CLEARLY AND....
WHAT IS IDENTIFY YOURSELF AND HMHAH
DO NOT _____ A PERSON WHILE THEY SPEAK
WHAT IS INTERRUPT
MAKE SURE THE CALLER________ THE INFORMATION
WHAT IS UNDERSTANDS
ASKING FOR UNNECESSARY INFORMATION
PUTTING CALLER ON HOLD
WHAT ARE THINGS TO AVOID
STRENGTHEN THE HMHAH______
WHAT IS REPUTATION
THIS SETS THE TONE TO BUILD AN IMAGE OF PROFESSIONALISM
WHAT IS THE 1ST PHONE CALL
REMEMBER TO _______ WHILE SPEAKING
WHAT IS SMILE
PHRASES LIKE "GO ON" AND "TELL ME MORE"
WHAT IS ACTIVE LISTENING
_______ WHAT THE CALLER SAID
WHAT IS CLARIFY
THANK YOU FOR CHOOSING
WHAT IS HACKENSACK MERIDIAN HEALTH AT HOME
DEVELOP PROFICIENT CALL HANDLING WHICH BUILDS _______ OF _______
WHAT IS IMAGE OF PROFESSIONALISM
PROFICIENT CALL HANDLING HAS ____ STEPS
WHAT IS 4
HANG A MIRROR
FUNNY COMIC STRIP
SMILING PICS OF LOVED ONES
WHAT ARE WAYS TO MAKE YOU SMILE WHEN SPEAKING
NEVER ENGAGE IN AN _______ WITH A CALLER
WHAT IS ARGUMENT
"THIS MUST BE DIFFICULT FOR YOU"
"I'D LIKE TO HELP YOU IF I CAN"
WHAT ARE STATEMENTS USED FOR EMOTIONAL CALLERS
LET THE CALLER ....
WHAT IS HANG UP FIRST
EDUCATE TEAM MEMBERS ABOUT THE IMPORTANCE OF A _______ AND _______ IMPRESSION
WHAT ARE FIRST AND LASTING
RING THREE TIMES
WHAT IS DO NOT LET THE PHONE RING MORE THAN
SIT UP STRAIGHT WITH SHOULDERS BACK AND CHIN UP
WHAT IS CALLERS CAN HEAR YOU SMILING
IT'S BETTER TO RETURN A CALL WHEN YOU CAN GIVE THE TIME THAN TO.....
WHAT IS SOUND RUSHED
"I UNDERSTAND THIS MUST BE FRUSTRATING"
"I KNOW THIS PROCESS CAN BE CONFUSING"
WHAT ARE STATEMENTS USED FOR EMOTIONAL CALLERS
THE NUMBER ONE GOAL OF PROFICIENT CALL HANDLING
WHAT IS IMPROVE PATIENT EXPERIENCE
MAKE DIFFICULT SITUATIONS EASIER FOR____ _______.
WHO ARE OUR CLIENTS
WHEN EATING....
DO NOT ANSWER THE PHONE
_____ THE CALLERS NAME
WHAT IS ASK
ASK FOR THEIR NUMBER AND .....
BEST TIME TO CALL
OFFERING TOO MANY OPTIONS
TRANSFERRING A CALL FROM ONE PERSON TO ANOTHER
WHAT ARE THINGS TO AVOID
RELATIONSHIPS IMPROVE.....
WHAT IS BRAND IMAGE
CULTIVATE AN ATMOSPHERE WHERE ________ STRENGTHEN RELATIONSHIPS
WHAT ARE CONVERSATIONS