“I see that your birthday was yesterday, happy belated birthday!”

This is an example of which step in the call strategy?

"May I have you Member ID number please?"

This is an example of what type of probing question?

Which call strategy step asks you to restate what has been agreed upon with the caller and confirms that you and the caller are aligned on what will happen next?

Statements that assure your caller that you will take ownership of the issue and work on solutions are (blank)?

What are the three types of probing questions that will help you uncover a caller's needs and determine their wants and preferences?

"I will prepare a summary of our conversation. Would you like me to fax that to you or email it?"

This is an example of which step in the call strategy?

The two parts of a probing statement include: a question asking permission to probe and an (blank).

These types of questions are open-ended and give you big picture information.

This call strategy step is extremely important in helping to prevent callbacks.