Proper language/grammar & Use Courteous Phrasing - Do not sound rushed compared to the customer’s speed of speech. Use courteous phrasing (Please & Thank you)., Interest, Empathy, and Sense of Urgency - Displays interest, empathy, concern, and a sense of urgency. Also, contacts the customer back on the same day that the case was assigned to the SDA., Tone - Keep a pleasant and respectful tone throughout the interaction., Appropriate time to interject - Do not interrupt or over talk the customer. Avoid jumping to conclusions. Wait for the appropriate time to interject.,

HC Communication and Soft Skills

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