The “Five-Star Telephone Service is C.L.E.A.R.!” webinar introduces phone staff to the simple techniques that make callers feel important and valued. Based on the C.L.E.A.R. model (Connect; Listen; Explain; Ask; Reconnect), the webinar is often delivered as a “lunch and learn” opportunity. This fast-paced, light-hearted and entertaining webinar is customized to the specific needs of each client. From billing staff challenged by rude patients, to schedulers trying to be efficient, to triage nurses faced with anxious callers, each member of the Care Team with telephone responsibilities learns valuable strategies for making a positive impression on callers.
The core webinar content is made more relevant by incorporating actual experiences of SullivanLuallin Group mystery callers. Weaving our phone experiences into the program delivery ensures that the information presented in this 60-minute webinar resonates with all participants.