ABC of Customer Service: Workshop 3

Which best describes the value “Excellence”?

• Openness to the views of others

• Focus our attention on Customers and strive to create positive experience in our interactions with them

• Aspiring to be the best in all that we do, and benchmark against the best

• All of the Above.

Focus our attention on Customers and strive to create positive experience in our interactions with them

• Excellence

• Empowerment

• Collaboration

• Customer-Centricity

• Trust

We need to observe the following grooming practices, EXCEPT

• Well kept hair(no undercut) and hairstyle

• Loud makeup and eye-catching accessories that express our personality

• Light cologne, or none at all

• Acceptable corporate clothing

What is NOT a benefit of Good Grooming and Behavior in the Workplace:

• An unfriendly and competitive environment

• Increase in morale

• Safe overall environment

• All of the Above

Which practice respects patient privacy and confidentiality:

• Knocking three times TWICE before entering a room

• Discussing sensitive patient information (name, condition, etc.) on common areas (hallways, corridors, canteen, waiting areas, etc.)

• Taking photos with patient celebrities and posting them on your social media

• None of the Above

Which is the best example of how to answer an inter-departmental call(call from another department)?

• Thank you for calling (hospital name). Good morning/afternoon, evening, this is (your name) from (your department).

• (Your name) of (your department). Good morning/afternoon/evening.

• Hello?

• A & C

What can you do on social media?

• Post/share views as your own personal opinion.

• Talk badly about a doctor that gave you a hard time at work

• Post photos of our latest drinking session while still in uniform

• None of the Above

What should you NOT do when talking to patients?

• Summarize discussion

• Give patient enough opportunity to explain their condition/situation

• Use medical jargon when discussing.

• All of the Above

What is being measured in Customer Satisfaction Survey?

• Waiting Time

• Communication

• Customer Relations

• Quality of Service

• Hospital Upkeep

Our staff are given the appropriate authority and accountability to discharge their functions

• Excellence

• Empowerment

• Collaboration

• Customer-Centricity

• Trust