OWN THE MOMENT LATEST
REFRESHER FOR VA
TMS
Pre lesson 1:
Customer experience has 3 dimensions: Ease, effectiveness and ? -
ANSWERS-Emotion
Pre lesson 1:
What is the difference between customer service and customer
experience? - ANSWERS-Customer experience takes into account how
customers feel about the service(s) they receive.
Pre lesson 1:
Which one of the following is NOT what the PX framework shows us? -
ANSWERS-Leadership is the most important domain.
Pre lesson 2:
In which of the following situations would you need to use the SALUTE
service recovery model? - ANSWERS-Veterans call your clinic and are
dissatisfied with their experiences at the VA.
Pre lesson 2:
END OF
PAGE 1
REFRESHER FOR VA
TMS
Pre lesson 1:
Customer experience has 3 dimensions: Ease, effectiveness and ? -
ANSWERS-Emotion
Pre lesson 1:
What is the difference between customer service and customer
experience? - ANSWERS-Customer experience takes into account how
customers feel about the service(s) they receive.
Pre lesson 1:
Which one of the following is NOT what the PX framework shows us? -
ANSWERS-Leadership is the most important domain.
Pre lesson 2:
In which of the following situations would you need to use the SALUTE
service recovery model? - ANSWERS-Veterans call your clinic and are
dissatisfied with their experiences at the VA.
Pre lesson 2:
END OF
PAGE 1
