WorksheetsW.O.W Customer Service
Total questions: 10
Worksheet time: 4mins
What is the name of today's Training?
W.O.W Apa tu?
W.O.W Customer!
W.O.W Customer Service!
W.O.W So Excited!
Who is RESPONSIBLE for Customer Service?
Customer Service Dept
Business Office staff
Nurses and Clinic Assistant
The whole organisation
How many CORE VALUES does Kensington Green Specialist Centre
have currently?
5
4
6
7
3 level of Awareness consists of ...
Self, Environment, People
People, Environment, Situation
Self, People, Situation
People, Situation, Organisation
What does 3C stands for in handling difficult customers?
Connect, Care, Clear
Cut, Colour, Carat
Competent, Care, Confidentiality
Connect, Clear, Close
Rate the 5 levels in CUSTOMER SERVICE from lowest to highest?
Criminal, Basic, Expected, Desired, WWW!
Criminal, Basic, Excited, Demanding, WEE!
Criminal, Basic, Expected, Desired, WOW!
Criminal, Basic, Expected, Desired, Yahoo!
What does GST stands for?
Greet, Smile, Think
Great, Shake, Take
Good, Shoot, Tooth
Greet, Smile, Thank you
The ideal 5 basic steps to manage patients complaints are ....
1. Staff identify issue of complaint.
2. Refer to CUS Dept.
3. CUS Dept attend to the patient complaint.
4. If unresolve, HOD to seek Operation Director for assistance.
5. If unresolve, CUS HOD to seek Managing Director.
1. Staff receive complaint.
2. Refer to CUS Dept.
3. CUS Dept attend to the patient complaint.
4. If unresolve, HOD dept to seek Operation Director for assistance.
5. If unresolve, HOD to seek Managing Director.
1. Staff identify issue of complaint.
2. Report to HOD where the complaint is received.
3. HOD/Staff to resolve the patient complaint.
4. HOD/Staff can seek CUS HOD for assistance.
5. If unresolve, CUS HOD to seek Operation Director for assistance.
1. Staff identify issue of complaint.
2. Refer to CUS Dept.
3. CUS HOD to refer to relevant HOD for resolution.
4. Relevant HOD to seek seek Managing Director .
Staff can to submit customer complaint using C_______ F_______ F_____ to CUS officer or email to CUS Dept within 24 hours.
Customer Fun Form
Customer Feedback Form
Client Feedback Form
Patient Feedback Form
Any complaint not close within 48 hours, CUS Dept will issue C________ I_________ F____ to relevant HOD to seek resolution. HOD have ___ working days to reply the CIF to CUS Dept.
Complaint Investigation Form,
5
Complaint Initial Form,
5
Customer Complaint Form,
4
Client Complaint Form,
3
