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WorksheetsNursing Customer Service Quiz
Total questions: 10
Worksheet time: 8mins
Customer Service - assistance, whether in words or in action, given to a customer in order to meet his/ her needs.
True
False
What are the elements of Customer Service? Check all that apply.
Knowledge of Job & Customers
Incident Report
Attitude
Systems & Procedures
Complaints
The patient's relative and their visitors are also considered are CSMC Customers.
True
False
Which of the following is the Service Quality type of CSMC?
The Freezer
The Factory
The Friendly Zoo
The Quality Service
Interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer
Moment of Truth
HEAT and HITS
Image of Service
These are expectations that have not been met.
Errors
Complaints
Incidents
HEAT means
Hear them out
Empathize
Apologize
Take Action
Solve the Problem
HITS means
Hear them out
Integrate
Take action
Solve the problem
Hide the problem
Service Quality Improvement System uses the opportunities presented by recovery incidents to squeeze errors out of the service production process.
True
False
In your own words, how can you uplift the image of nurses?
