Refresher Quiz

Managing challenging phone conversations effectively through soft skills.

Let the caller express frustrations without interruption to calm them down.

Adjust your tone and pace to reflect calmness and empathy during calls.

Show understanding of the caller’s concerns through active listening and empathy.

Show your personality and confidence while focusing entirely on the caller.

A technique: Listen, Empathize, Apologize, Positive, Solve for better communication.

Use upbeat and affirming phrases instead of negative ones to improve the conversation.

Focus on the caller, use their name, and stay present without pre-planning responses.

Building and maintaining relationships with service users through support and communication.

Essential elements of constituent services: Communication, Consistency, Caring.

Involves both verbal and non-verbal interactions to convey messages effectively.

Specific technical abilities needed for a job, like data analysis and project management.

Interpersonal attributes that enable effective communication and interaction with others.

Fundamental abilities that are necessary for effective communication and service delivery.

Skills that involve supporting and developing relationships through empathy and understanding.

Providing premium, personalized service that exceeds standard expectations.

The process of organizing tasks effectively to maximize productivity.

Establishing clear, actionable objectives to guide your efforts.

Deciding the order of tasks based on importance and urgency.

Obstacles that hinder clear communication between parties.

Openness that builds trust and accountability in interactions.

Knowledge enhances creativity and adaptability, improving communication.

Focusing on one task at a time to improve effectiveness.

Taking planned pauses to refresh and maintain productivity.

Statements expressing understanding of another's feelings or experiences.

Techniques used to resolve disagreements or disputes effectively.

A method involving Who, What, When, Where, Why for analyzing problems.

A problem-solving approach focused on breaking down complex information.

The ability to think outside the box and come up with innovative solutions.

Advantages of having a strong memory, like improved learning and mental health.

The ability to adjust to new conditions or changes effectively.

Tips for enhancing adaptability in the workplace, like seeking feedback.

The ability to keep spaces tidy and resources accessible for efficiency.

Resolving issues by working together with others for a solution.

Transferring a call without introducing the next agent to the caller.

Transferring a call after briefing the next agent about the caller's needs.

Communicating what the caller can anticipate regarding timeframes and solutions.

Avoid industry jargon to facilitate understanding during calls.

Maintaining a friendly and respectful voice throughout the call.

Restating what the caller discussed to ensure understanding and validation.

Anticipating the needs of the caller and addressing them before being asked.

Smiling while on the phone can positively affect your tone and the call's atmosphere.

In-person allows for body language, while over the phone lacks visual cues.

Phone etiquette shows professionalism and helps create a good first impression.

Good phone etiquette increases trust and loyalty in relationships.

Making a good first impression over the phone is crucial for success.

Taking notes and being engaged ensures effective communication.

Projecting voice volume, tone, and pace is key for clear communication.

Reducing distractions during calls improves focus and understanding.

Improves productivity, reduces stress, and boosts connections.

Using humor to keep energy up and stress down.

Actively connecting with customers to enhance experience.

A system that ensures every interaction addresses customer needs effectively.

Gathering and adapting based on customer surveys to improve service.

Tailoring services and interactions to meet individual customer needs.

An essential skill for improving customer service and interaction.

Artificial tooth roots placed into the jaw to support crowns or bridges.

Different specialized fields within dentistry, including 8 main types.

An X-ray that captures the entire tooth and surrounding bone structure.

An X-ray used to detect decay between teeth and assess bone levels.

A broad view X-ray that shows the entire mouth area in one image.

A professional cleaning to remove plaque and tartar from teeth.

Frequent issues people experience related to oral health, like toothaches and sensitivity.

Tips like brushing, flossing, and regular check-ups to keep teeth healthy.

A branch of medicine focused on oral diseases and conditions.

Four types: Incisors, Canines, Premolars, Molars.

Teeth can have 5 surfaces: Facial, Lingual, Mesial, Distal, Occlusal.

Also known as baby teeth, typically sets of 20.

Preventive dental cleaning procedure.

Dental procedure to treat gum disease by cleaning teeth and roots.

A cap placed on a damaged tooth to restore its shape and function.

Procedure to remove infection from the tooth's interior.

A coverage option including services, costs, and exclusions for dental care.

A program in Massachusetts providing healthcare benefits to eligible individuals.

Access to dental care in childhood impacts long-term health outcomes.

Maximum dollar amounts covered by a dental plan per year for treatments.

A group of dentists that provide services at agreed rates under a plan.

Specific procedures and treatments included in a dental plan's coverage.

Paid time off available to employees for personal or health-related reasons.

Guidelines regarding employee presence at work and expected timekeeping.

Dental services for those under 21 include exams, cleanings, and orthodontia with prior authorization.

Coverage limited to emergency services like exams and extractions, with 7 specific codes.

Offers up to $750 yearly cap for dental services including exams, fillings, and crowns.

Provides support similar to HSN but includes a deductible for eligible members.

Collaborations aimed at delivering quality healthcare to underserved populations while ensuring fiscal responsibility.

A statement summarizing why a consumer should choose a product or service based on its benefits.

The overarching goals of BeneCare emphasizing usability, affordability, flexibility, predictability, and stability.

Common terms used in the context of dental care and services, including roles like member and practitioner.

BeneCare created its value-based model in 1979 focusing on oral health.

The main goal of BeneCare is to improve oral health outcomes.

Metrics to evaluate performance, such as call quality and resolution rates.

A commitment defining expected service performance metrics.

Percentage of customers reporting high satisfaction with services.

Range of services including administration, customer support, and quality assurance.

BeneCare's approach to support that emphasizes communication, consistency, and caring.

A system of dental professionals participating in BeneCare's services.

The ability to obtain, process, and understand oral health information.

Healthcare that respects and responds to individual patient preferences.

The level of care that is accepted as appropriate by healthcare professionals.

Processes that determine the appropriateness of healthcare services.

Management of employee benefit programs by an entity other than the employer.

The evolution of dental practices from ancient civilizations to modern day.

Pierre Fauchard, who published the first dental book in 1723.

Opened in 1840, the Baltimore College of Dental Surgery was the first dental school.

Founded in 1859 to promote dental health and education.

Formed in 1966, this organization provides dental service plans.