Personalized interactions-respond to details that patient stated during the call to ease patient's mind

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Across
  1. 3. Real-time solutions without transferring call
  2. 5. Understanding others' feelings
  3. 6. Polite way to say sorry
  4. 8. Fix tailored to patient's need
Down
  1. 1. Truly hearing the patient
  2. 2. Confirming that feelings are understood
  3. 4. How something is said
  4. 7. Making the experience feel unique and personable