WorksheetsMay Natutunan Ba Ako?
Total questions: 40
Worksheet time: 5mins
The process of consistently communicating to every customer that they are valued.
Customer Service
Service Excellence
Quality Service
Customer Satisfaction
Why is Customer Service important?
Customer retention is more expensive than customer acquisition
Customer service represents your brand image, mission, and values.
All of the above
None of the above
The following are the behaviors that turn-off the customers except:
Apathy
Pretentiously Kind
Empathy
Double Standard
It is the ability that inherent ability to look at every interaction with the customer as an opportunity for customer delight
Service Excellence
Customer Service Attitude
Customer Satisfaction
Customer Service
Customer complaints should be seen as:
A threat
An embarrassment
An opportunity
An Incident Report
With angry customers it's important to let them do this:
Listen
Rebut
Insult
Vent
This is a type of customer that is upset due to frustration, a bad experience or unmet needs.
Challenging Customer
Meek Customer
Upset Customer
Irate Customer
Whenever there are complaints, to whom should you refer them first?
Section Head
Division Head
Customer Relations Officer
Chief Operating Officer
Means doing the right thing, at the right time, in the way for the right person and having the best possible result.
Operation Delight
Quality Service
Patient Centeredness
Excellence
When is the Customer Service Month?
June
October
September
August
All of the following are SEHI Core Values except:
Excellence
Integrity
Frugality
Compassionate Care
What is SEHI's battle cry?
"We cure, we share!"
"We cure, we care?"
"We care, we cared!"
"We cure, we care!"
The people you serve each day are also called as:
Internal Customers
External Customers
Both A and B
Either A and B
You start each call with a friendly ______.
Smile
Greeting
Laugh
Hello
If you are able to be trusted, you are _______?
Excellent
Professional
Patient
Reliable
It is issued by the Customer Relations Officer when complaints are received.
Commendation Certificate
Incident Report
Customer Complaint/ Service Recovery Form
Notice of Charge
What is the turn-around-time of returning a Customer Complaint/ Service Recovery Form?
7 days
30 days
24 hours
3 days
This type of customer does not respond well to excuses and readily complains, often loudly and at length.
Aggressive Customer
Chronic Complainer Customer
High-roller Customer
Meek Customer
It is an expression of dissatisfaction on a consumer's behalf to a responsible party
Customer Complaint
Dissatisfied Customer
Angry Customer
Satisfied Customer
It is given to the patient/s to get their comments or suggestions about our services
Consultant Satisfaction Survey Form
Supplier Satisfaction Survey Form
In-patient Satisfaction Survey Form
Staff Satisfaction Survey Form
This customer generally will not complain but will post comments on social media.
Very Important Patrick
Something More Shiela
Silent Sophie
Angry Andrew
Working in a well-organized and competent way
Professional
Organized
Efficient
Effective
Designed to promote the desire or willingness to do or achieve something.
Excellence
Service
Skillful
Motivational
This customer expects the absolute best and is willing to pay for it.
Aggressive Customer
High-Roller Customer
Opportunistic Customer
Chronic-Complainer Customer
This customer is never satisfied. There is always something wrong.
Meek Customer
Aggressive Customer
Chronic-Complainer Customer
Opportunistic Customer
When on the phone, what is the best thing to say?
"I'm sorry, but he is out of the office".
"She's out. Please call back later"
"She's not here, bye!"
"I'm sorry, but he is in a meeting. May I take a message?"
How many core values do we have?
7
5
8
6
The following displays a customer service attitude, except:
Thinking positive
Being courteous
Taking credits for the work of others
Being enthusiastic
It is a rejection or dismissal in which someone is treated unimportant.
Snobbish
Run-around
Brush-off
Rule-book
It means lack of interest, enthusiasm, or concern.
Snobbish
Pretentious
Run-around
Apathy
Core Values of SEHI
Patient-centeredness, Excellence, Integrity
Patient-centeredness, Service, Integrity
Excellence, Integrity, Flexibility
Dignity & Respect, Compassionate Care, Reliability
Who is our patron saint?
St. Elizabeth of Hungry
St. Elizabeth of Angry
St. Elizabeth of Hungarian
St. Elizabeth of Hungary
A facial expression characterized by turning up the corners of the mouth.
Pouting lips
Duck face
Smirk
Smile
Why is customer service important?
Customer service represents your brain image, mission and values
Customer retention is cheaper than customer acquisition
Unhappy customers will refer others
All of the above
The following are external customers, except:
Patients' family
Companies
Employees
Employers
These are people inside the organization.
Internal Customers
External Customers
None of the above
Either A or B
Where is the current office of the Customer Relations Officer?
2nd Floor beside Human Resource Services Office
3rd Floor beside 3A Satellite
Ground Floor in front of Laboratory Section
3B Conference Room
The ability to understand and share the feelings of another.
Sympathy
Empathy
Apathy
Symphony
What is the topmost complaint in 2018?
Courtesy
Behavior
Process
Promptness
Who is our Customer Relations Officer?
Matthew Mark Luke Ancheta
Matthew Philip Morris Ancheta
Matthew Angelo Morris Ancheta
Matthew Morris Angelo Ancheta
