Perfect Call SF & Sentiment Verbiage
CS Reps COPMETE FOR THE LEGENDARY OPAL!
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Topics of this game:
- Empathy and _________ are critical when connecting with customers.
- What are some words and phrases of appreciation?
- You should always address the member by ________.
- What is our role here at OptumRx?
- What is it called when you repeat the customer's words into your own way?
- What should you say to the member if your system is taking a while or member is on hold?
- When with a member on the line, Optum Rx believes in being ________ now.
- There are _______ pillars of customer advocacy.
- What method is used to handle upset customers?
- You only have about ____ seconds to make a good impression.
- Which of these NOT Apology Words & Phrases you should use?
- What are the six components in the Perfect Service Call Flow?
- When attempting to Expertly Resolve a member's issue, what is one thing we should avoid giving to the customer?
- When inspecting for issues during your Perfect Service Call Flow, the first place you should look into and address is:
- What is the step you should take after you have inspected for issues and completed everything in that section?
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