Cultural Diversity Customer Service

Multiple Choice

While you are recording Mr. Johnson's blood pressure, he tells you that he was very dissatisfied with the service he received when he was checking in. You sit down to speak with him, sympatheically, and ask some clarifying questions. After he's finished speaking, you say:

• "They are very busy out front today. I'll have to have a talk with them,"

• " I'm sorry you had a bad experience , Mr. Johnson. Thank you for letting me know"

• "I'm sorry you had a bad experience Mr. Johnson. I'll have to have a talk with them"

• "I'm not out there. I'm not sure why you are telling me. Let them know about it."

Multiple Choice

Your patient is sitting in the exam room chair, telling oyu his/her complain. You should:

• Stand up

• Sit at eye level

Multiple Choice

If you cannot solve a patient's problem on your own:

• Tell the patient you'll get back to them

• Tell the patient to talk to someone else

• Tell a supervisor

• Tell a doctor

Multiple Choice

Even with good service recovery, you're likely to lose the majority of patients as clients.

• True

• False

Multiple Choice

" I can see why you are frustrated," is an example of:

• making amends

• offering alternatives

• apologizing

• acknowledging feelings

Multiple Choice

" I don't have an appointment available right now, bit I can give you the next available appointment, " is an example of:

• making amends

• offering alternatives

• apologizing

• acknowledging feelings

Multiple Choice

Responsive action to recover a dissatisfied customer is called:

• service recovery

• customer satisfaction

• customer service

• making amends

Drag and Drop

Place the four steps of the recovery process in order. ​

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Drag these tiles and drop them in the correct blank above

apologize

acknowledge  patient's feelings

offer alternatives

make amends