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WorksheetsABC of Customer Service: Workshop 3
Total questions: 20
Worksheet time: 11mins
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
Patients come to us assuredly knowing that they will be cared for by compassionate healthcare professionals, supported by up-to-date diagnostic and therapeutic facilities
Excellence
Empowerment
Collaboration
Customer-Centricity
Trust
Ability and capacity to execute or deliver service; Excellent communication skills, knowledgeable, technical and functional skills
Competence
Appearance
Behavior
None of the Above
Tips for communicating with customers, EXCEPT:
Always be prepared.
Be afraid to clarify.
Listen attentively.
Keep customers informed.
Avoid negative questions.
A constructive way of effectively communicating with our customers:
Acknowledge - Greet the Customer
Introduce - introduce yourself and the department you are from
Describe - Acknowledge customer needs & attentively listen
Expectations - Provide expectation and/or Resolution
Thank You - End the conversion with Appreciation and Care
Which of the following can achieve 80% Customer Satisfaction?
Technique
Scripting
Attitude
None of the Above
What is the best weapon In communicating with patients?
Always be prepared. Use pen and paper.
Listen attentively
Use positive and kind words
Ask negative question
Don't say "it's a policy or what the management said" instead use (a) in addressing inquiry of customers.
When things don't go as planned, we apologize for what?
Situation
Mistake
None of the Above
Inconvenience
Being friendly, a good listener and caring is best described in tagalog as?
Magiting
Mapag-unawa
Malasakit
Mabait
Managing expectation means?
Expecting the good and the bad to happen
Knowing how to deal with possible complaints and issues
Identifying problems before they become complaints
All of the above
