Clark Policies Introduction to Customer Service / Soft Skills Intro to Customer Service / Soft Skills / Molina Slides Fill In the Blank Questions You Have
100
What is benefits
After 90 Days * of course meting adherence , Quality you would be eligible for this
100
What does PHI stand for ?
Protected health Information
100
What creates value for customers ?
· Courtesy
· Quantity
· Quality
· Speed
· Creativity
Price
100
If Someone is Scared _________________
Mismatch volume and tone - remain calm volume and reassuring tone
200
What is the appropriate clark resources call off communications options ?
Phone call , Your voice has to be heard . VM with details for a call back
200
What is Morals & ethics
______ is Personal Belief

_____ is Standards or Codes of behavior expected by the group to which the individual belongs ( National Ethics ,Social ethics , Company ethics , professional ethics , or family ethics )
200
Who are external customers ?
Clients that come to utilize or purchase from your business that have a choice or option in who they will buy or purchase from
200
If someone is Angry ____________ but _________________
Match the volume - be assertive but Mismatch the tone and be compassionate
300
What is the first two things that should be done at the beginning of training to show attendance / attentiveness ?
Cameras on / Hand raised
300
What does HIPAA stand for ?
Health Insurance Portability & Accountability Act
300
What is our business need ?
Is why the customer is contacting you or why you are contacting the customer
300
If someone is happy or sad _____________
Match the volume and tone
400
What is the attendance occurrence breakdown ?
0-1 Hours = .25
1-4 Hours = .50
5-6 Hours = .75
7-8 Hours = 1.0
400
What is empathy ?
The ability to understand and share the feelings of others / natural human response that can heal relationships and improve communication
400
What is the Heart of Communication ?
_____ _________ ____ _____ is Rapport which is a close or harmonious relationship in which people or groups concerned understand each other's feeling or idea and communicate well
400
What is 3
____ Consecutive days missed with no communication will result in automatic termination ?
500
What is the 11 essential policies ?
Mission vision Values
Clocking In And out
Cellphone Usage
Absence Management
Attendance
Workplace Violence
Social Media Usage
Sexual Harassment
Paid time Off PTO
Chain Of Commend
Work Form Home (WFH ) expectations
500
Who are you internal Customers ?
Managers/Supervisors
Colleagues
Trainers/QA
500
What is the human need ?
Being recognized , treated with respect and made feel important , meeting the members emotional needs and about resolving their issue
500
What is 2 15 min breaks 1 30 min lunch
You Will receive ____ 15 mins breaks and ____ 30 Min Lunch for a 8 hour work sift




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