Constituent Services Skills BeneCare Template PDF

CONSTITUENT SERVICES SKILLS 10/14/2024 © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential benecare.com | 10/14/24 Proprietary and Confidential 2 ...

CONSTITUENT SERVICES SKILLS 10/14/2024 © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential benecare.com | 10/14/24 Proprietary and Confidential 2  CONSTITUENT SERVICES SKILLS 10/14/2024 © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential  AGENDA  Introduction  Hard Skills  Soft Skills  Essential Skills  Nurture Skills  White Glove Service  Phone vs. In Person  Phone Etiquette  Difficult Constituents and Conversations benecare.com | 10/14/24 Proprietary and Confidential 4  WHAT IS CONSTITUENT SERVICES?  Constituent services - is the most important part of building relationships and keeping the relationships with the constituents.  Satisfied constituents will:  Will use the dental benefits offered  Feel comfortable calling in with questions and concerns  Will be patient with MassDHP benecare.com | 10/14/24 Proprietary and Confidential 5 THE 3 C’S OF CONSTITUENT SERVICES Communication  Verbal  Non-Verbal Consistency Caring benecare.com | 10/14/24 Proprietary and Confidential 6  HARD SKILLS  Example of hard skills  Computer knowledge  Project management  Language proficiency (fluent in multiple languages)  Data analysis benecare.com | 10/14/24 Proprietary and Confidential 7  IT’S TIME FOR LUNCH! benecare.com | 10/14/24 Proprietary and Confidential 8  SOFT SKILLS benecare.com | 10/14/24 Proprietary and Confidential 9 benecare.com | 10/14/24 Proprietary and Confidential 10 benecare.com | 10/14/24 Proprietary and Confidential 11  ESSENTIAL SKILLS benecare.com | 10/14/24 Proprietary and Confidential 12 12 ESSENTIAL SOFT SKILLS FOR CONSTITUENT SERVICES 1. Active Listening 7. Adaptability 2. Empathy 8. Time Management 3. Problem Solving 9. Knowledge 4. Conflict Resolution 10.Communication 5. Organization 11.Transparency 6. Good memory 12.Humor benecare.com | 10/14/24 Proprietary and Confidential 13  ACTIVE LISTENING Techniques for active listening: Paraphrase Smile (it can be heard over the phone) Ask open ended questions and specific probing questions Short verbal affirmations benecare.com | 10/14/24 Proprietary and Confidential 14 benecare.com | m/d/y Proprietary and Confidential 15 REFLECTION Any questions, concerns, comments? What can we answer for you?…… benecare.com | 10/14/24 Proprietary and Confidential 16  WELCOME BACK TO CONSTITUENT SERVICE TRAINING! Administered by © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential  CULTURAL COMPETENCE TRAINING benecare.com | m/d/y Proprietary and Confidential 18 benecare.com | 10/15/24 Proprietary and Confidential 19  IT’S TIME FOR LUNCH! benecare.com | 10/15/24 Proprietary and Confidential 20  EMPATHY  Example of empathy statements:  “I can see how that would be really difficult for you.”  “I understand how you feel.”  “It sounds like you are going through a tough time.”  “I’m really sorry your going through this.”  “Your feelings are completely valid” benecare.com | 10/15/24 Proprietary and Confidential 21  CONFLICT RESOLUTION Example of conflict resolution methods: Negotiation Collaboration Compromise Mediation Arbitration (often used for legal disputes) benecare.com | 10/15/24 Proprietary and Confidential 22  PROBLEM SOLVING Problem solving tools: 5 W’s – Analytical thinking Why Creative thinking What Trial and error Who Collaborative problem When solving Where benecare.com | 10/15/24 Proprietary and Confidential 23  ORGANIZATION Examples of being organized: Keeping spaces clean and tidy Being prepared Easily able to access resources ie: training documents benecare.com | 10/15/24 Proprietary and Confidential 24  GOOD MEMORY  Benefits of a good memory: Improved ability to learn Enhanced mental health Better recall of positive events Reduces stress and increase resilience benecare.com | 10/15/24 Proprietary and Confidential 25 benecare.com | 10/15/24 Proprietary and Confidential 26  ADAPTABILITY Examples of adaptability: o Location change -Physical location - Desks in office o Taking on new responsibilities o Updates to policy and procedures o Professional development o Willingness to learn benecare.com | 10/15/24 Proprietary and Confidential 27 TIPS TO BE ADAPTABLE AT WORK  Believe in development  Your abilities can be improved through effort, learning, and perseverance  Stay open to feedback  Seek feedback and accept feedback  Step out of your comfort zone  Always learn  Manage stress  Stay updated (company news/projects)  Network with peers  Be open to alternative solutions  Learn from experiences  Celebrate success benecare.com | 10/15/24 Proprietary and Confidential 28 benecare.com | 10/15/24 Proprietary and Confidential 29 REFLECTION Any questions, concerns, comments? What can we answer for you?…… benecare.com | 10/15/24 Proprietary and Confidential 30  WELCOME BACK TO CONSTITUENT SERVICE TRAINING! Administered by © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential  TIME MANAGEMENT Tools to manage your time: o Set clear goals o Prioritize tasks o Create a schedule /to do list o Avoid multitasking o Limit distractions o Take scheduled breaks benecare.com | 10/15/24 Proprietary and Confidential 32  KNOWLEDGE Reasons why knowledge is important: Enhances creativity Improves ability to communicate Builds confidence Expands your perspectives Helps you adapt to changes benecare.com | 10/15/24 Proprietary and Confidential 33  COMMUNICATION Some barriers that do not allow us to communicate clearly:  Poor listening  Industry jargon  Distractions  Emotional barriers  (don’t take it personally)  Information overload  Lack of clarity benecare.com | 10/16/24 Proprietary and Confidential 34  TRANSPARENCY Why is transparency important: Builds trust and rapport Enhances accountability Improves communications Increases engagement Boosts loyalty benecare.com | 10/16/24 Proprietary and Confidential 35 benecare.com | 10/16/24 Proprietary and Confidential 36  Time to meet with Awilda for Cultural Competency training – Group 1 Randy’s group benecare.com | 10/16/24 Proprietary and Confidential 37  IT’S TIME FOR LUNCH! benecare.com | 10/16/24 Proprietary and Confidential 38  HUMOR Benefits of humor at work: Improves productivity Reduces stress Prevents burnout Provides motivation Helps connections with others Boost overall brainpower Helps diffuse conflict Triggers new connections Relaxes muscles Enhances ability to solve Burns calories problems Strengthen the immune system Increases ability to cope benecare.com | 10/16/24 Proprietary and Confidential 39 NURTURING CONSTITUENT SERVICES SKILLS Warren Buffett – “ Don’t just satisfy your customers, delight them.” Tools to improve skills:  Make it personal  Know what you’re talking about  Streamline when possible (no wrong door)  Engage  Be willing to learn  Admit mistakes benecare.com | 10/16/24 Proprietary and Confidential 40 benecare.com | 10/16/24 Proprietary and Confidential 41 Ways to provide white-glove service: Personalize the experience throughout the entire constituents’ journey. Meet constituents’ needs timely and with accuracy. (No wrong door policy) Gather feedback from constituents through surveys. Adapt/make appropriate changes. ** The key to providing white-glove service is being exceptional in your care, attention, and attitude toward customers. ** benecare.com | 10/16/24 Proprietary and Confidential 42 REFLECTION Any questions, concerns, comments? What can we answer for you?…… benecare.com | 10/16/24 Proprietary and Confidential 43  WELCOME BACK TO CONSTITUENT SERVICE TRAINING! Administered by © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential  IN PERSON VS. OVER THE PHONE INTERACTIONS In Person: Over the phone: Can see body  Cannot see body language language Can see facial  Cannot see facial queues queues Easier to pay  Harder to pay attention attention Easier to mirror and stay focused  Not easy to mirror emotions Can see lips to assist emotions (only have with understanding tone to go off of) benecare.com | 10/17/24 Proprietary and Confidential 45 WHY IS PHONE ETIQUETTE IMPORTANT? Shows professionalism Helps make a good first impression Increase trust and loyalty Achieve high satisfaction benecare.com | 10/17/24 Proprietary and Confidential 46 benecare.com | 10/17/24 Proprietary and Confidential 47  Time to meet with Awilda for Cultural Competency training – Group 2 Travis’ group benecare.com | 10/17/24 Proprietary and Confidential 48  IT’S TIME FOR LUNCH! benecare.com | 10/17/24 Proprietary and Confidential 49  PHONE ETIQUETTE TIPS 1. Answer as soon as possible 2. Introduce yourself as soon as possible 3. Enunciate and project 4. Monitor voice volume, tone, and pace 5. Speaker phone 6. Take notes/be an active listener 7. Pay attention to your language 8. Avoid taking anything personal 9. Minimize distractions 10. Be honest and transparent 11. Ask before placing constituents on hold or transferring  Cold transfer  Warm transfer benecare.com | 10/17/24 Proprietary and Confidential 50  ACTIVITY FOR PHONE ETIQUETTE - Call center - word scramble - Email and phone etiquette – crossword - Review matching - Board game – word scramble benecare.com | 10/17/24 Proprietary and Confidential 51 benecare.com | 10/17/24 Proprietary and Confidential 52 REFLECTION Any questions, concerns, comments? What can we answer for you?…… benecare.com | 10/17/24 Proprietary and Confidential 53  WELCOME BACK TO CONSTITUENT SERVICE TRAINING! Administered by © 2018 BeneCare Dental Plans. All rights reserved. Proprietary and confidential  Morning Activity - Positive affirmations – crossword - Time management – word search - Active listening - crossword benecare.com | m/d/y Proprietary and Confidential 55 DIFFICULT CONSTITUENTS AND CONVERSATIONS Tips: Set clear expectations Give a realistic timeframes Be upfront Be honest Summarize/paraphrase what is discussed Give REAL answers - don’t know, ASK! Use simple language – AVOID industry jargon benecare.com | 10/18/24 Proprietary and Confidential 56 DIFFICULT CONSTITUENTS AND CONVERSATIONS CONTINUED… Tips: Keep tone of voice, professional and friendly Don’t take it personally SMILE over the phone Be proactive - bow on top of the service! Take a break! benecare.com | 10/18/24 Proprietary and Confidential 57 SMILE OVER THE PHONE, IT CAN BE HEARD!! benecare.com | 10/18/24 Proprietary and Confidential 58  ACTIVITY FOR PHONE ETIQUETTE Phone & Email Etiquette - Details - Kahoot! Phone Etiquette - Details - Kahoot! Probing Questions Probing Questions - Details - Kahoot! Critical Thinking Critical Thinking - Details - Kahoot! benecare.com | 10/17/24 Proprietary and Confidential 59  REFERENCES  www.forbes.com  www.leadsquared.com  www.webster.com  10 Key Factors Affecting Communication (clearinfo.in)  Importance of Soft Skills - Happenings@LPU  How to Provide White-Glove Customer Service (hubspot.com)  What Is a Fishbone Diagram? | Templates & Examples (scribbr.com)  The Increasing Importance of Adaptability in Business - Fahr (thefahrenheitgroup.com)  Phone Etiquette Guide: 11 Rules for Professional Phone Calls | Indeed.com Canada  https://online.visual-paradigm.com/pt/infoart/templates/infographics/hard-skills-vs-soft-skills-infogr aphic/ benecare.com | 10/18/24 Proprietary and Confidential 60  THANK YOU benecare.com | 10/18/24 Proprietary and Confidential 61 benecare.com | 10/18/24 Proprietary and Confidential 62  Time to meet with Awilda for Cultural Competency training – Group 3 J5 group benecare.com | 10/17/24 Proprietary and Confidential 63  IT’S TIME FOR LUNCH! benecare.com | 10/18/24 Proprietary and Confidential 64 benecare.com | 10/18/24 Proprietary and Confidential 65 benecare.com | 10/18/24 Proprietary and Confidential 66  Quiz Review and recap and next week information benecare.com | 10/18/24 Proprietary and Confidential 67