Dr. Z APP Exam 2

Which of the following provide ways of meeting each standard that patients use to evaluate services?

• Reliability

• Costs

• Management

• Description

Which of the following standards that patient use to evaluate services means receiving the promised service dependably and accurately?

• Responsiveness

• Reliability

• Assurance

• Empathy

• Tangibles

Which of the following suggested recovery efforts attempt to compensate for costs related to time, money, and inconvenience through financial settlements?

• Low Criticality

• Low and Mid Criticality

• High Criticality

• Mid Criticality

Which of the following are ways to develop pharmacy staff members to provide good customer service? Select all that apply

• Do not get feedback from excellent employees, just get feedback from untrained employees

• Ensure employees quality of work life and job satisfaction

• Reward employees even though they offer bad customer service

• Make customer service everybody’s job

Which of the following action must be taken when dealing with difficult patients?

• No one has to be disrespectful, so reply back the same way the patient is doing it

• Only focus on solving issue to benefit the company

• Explain your points and perceptions to the patient with bad attitude

• Let the customer vent

Which of the following focus on identifying personality traits that could distinguish leaders from non-leaders?

• Trait Theories

• Behavioral Theories

• Situational or Contingency-Based Theories

• Emergency Theories

Which of the following personality characteristics/traits is about one’s comfort level with relationships?

• Extroversion

• Agreeableness

• Emotional Stability

• High energy and Self confidence

Which of the following personality characteristics/traits is about an individual’s propensity to defer to others?

• Extroversion

• Agreeableness

• Emotional Stability

• High energy and self confidence

Which of the following personality characteristics/traits is about a person’s ability to withstand stress?

• Extroversion

• Agreeableness

• Emotional Stability

• High energy and Self confidence

Which of the following personality characteristics/traits can be categorized under extroversion and emotional stability?

• High energy and self confidence

• Emotional stability

• Agreeableness

• Extroversion