Course Introduction

Welcome to the CMS Customer Service course! This course will provide you with some of the knowledge and skills you'll need to give excellent customer service to beneficiaries and their representatives.

At the end of this course, you'll be able to:

• Identify the elements of ethical customer service, including confidentiality and privacy requirements
• Protect beneficiary information consistent with CMS policies and guidelines
• Identify appropriate behaviors and skills that CSRs use to provide high-quality customer service
• Determine how Quality Call Monitoring (QCM) reviewers score calls

In this lesson you'll learn about the structure of the course and how to navigate through it. You'll also learn about the topics that are included.

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All photographs included in this training material are copyrighted by PhotoDisc, Inc. (1995 to 2000, all rights reserved), Photos.com (1999 to 2003, all rights reserved), or ClipArt.com (1996 to 2003, all rights reserved) and used under the license of the training developers. For licensing information, please contact PhotoDisc, Inc., Photos.com, or ClipArt.com. To reuse or redistribute these photographs, contact the CMS Center for Beneficiary Choices.