Warm Welcome &
Fond Farewell
Fond Farewell
Prior to ending the call the agent is required to offer___ ______?
What is further assistance?
A statement to demonstrate an eagerness to assist the patient by using one of the required five eagerness keywords: definitely, certainly, absolutely, my pleasure, and I'd be happy to.
What is a commitment statement?
"Is/will/would there be anything else I can help you with before I transfer your call?"
... is part of which step in the 3 step communication standard?
What is Fond Farewell?
Short-form for suspicious and is used when someone does something unusual or questionable.
What is "Sus"?
Ricotta cheese is traditionally made in this country
What is Italy?
The identifiers required for a third-party organization.
What is (in addition to the 3 patient identifiers) confirm caller's first name, organization name, and call-back phone number?
Paraphrasing/repeating back to the caller what was asked is considered a(n) _____ statement.
What is acknowledgement statement?
"Thank you for calling Sutter Health, this is Jane, how may I help you today?"
...Is which part of the 3-step communication standard??
What is Warm Welcome?
Awkward social interactions, embarrassing moments, or poorly executed jokes.
What is cringe?
Which popular cocktail is known to be served in a copper mug?
What is a Moscow Mule?
The four components to a welcoming greeting.
What is:
1. Appropriate Salutation
2. Identify organization
3. Identify Self
4. Offer assistance.
The following are examples of ____ tones:
Disinterested: adj. not interested, indifferent.
Abrupt: adj. (1) curt or brusque in speech, manner, etc. (2) quick, sharp; hurried; hasty.
Flat: adj. without vitality or animation; lifeless; dull.
What is unacceptable?
"I can definitely assist you with scheduling an appointment."
"I'd be happy to send a message to your care team."
...are both examples of?
What is an acknowledgement statement?
Define the pop-culture reference: "Gucci".
What is cool, good or excellent.
Which is the only edible food that never expires?
What is honey?
A patient fully verifies themselves, and then gives verbal authorization for another person to speak to the agent in the specific call. This is a __-__ verbal authorization.
The amount of seconds silence is permitted without an explanation.
What is 15 seconds?
"I understand how frustrating that must be, and I'm here to help",
"I apologize for the delay. Thank you for your patience."
...are all examples of which customer service standard?
What is Empathy and Compassion?
Rich, luxurious, special, fancy.
What is "Boujee"?
The combination of flour and butter used to thicken sauces
What is a roux?
Why is using the phrase "have a good day, goodbye" not a complete closing?
What is because it does not include thanking or appreciation?
The percentage weight of Misuse of Time, or Misconduct.
What is 11%?
"Thank you for sharing that with me. To make sure we address your care needs, let's return to how I can assist you today."
... is an example of which customer service standard?
What is Call Control & Focus?
This is used when referring to someone's actions (either that you approve or disapprove of).
What is "Bruh?"
Monounsaturated fats in these "alligator pears" can lower blood pressure & promote a healthy brain.
What are avocados?