MHS: Customer Service Questions and Answers 100% Accurate

MHS: Customer Service Questions and Answers 100% Accurate Monica arrived thirty minutes before her scheduled appointment time. However, construction surrounded the building and blocked off the main parking lot entrances. She didn't see any signs to redirect traffic to other entrances. After driving around the facility for half an hour, Monica was forced to park 15 minutes away from the facility, missing the start of her appointment. What should the front desk clerk do when greeting the patient? Show she cares. Avoid being argumentative. Use positive language. When inviting the patient up to the desk, you notice she is irritable and impatient. Her responses are short and rude. How should you NOT interact with the patient? Match your tone with her tone. Brainpower Read More Previous Play Next Rewind 10 seconds Move forward 10 seconds Unmute 0:08 / 0:15 Full screen At the conclusion of his visit, Herman decides to go to the pharmacy to pick up his new prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong with this scenario? A lack of responsiveness from the Technician. The Technician's unwillingness to assist the customer. The Technician does not acknowledge Herman with eye contact. Match each of the following statements to its corresponding element of customer service. When Joe entered the military treatment facility he was immediately greeted by a staff member and asked if he needed assistance. (Responsiveness) When Joe walked up to the front desk staff, he noticed a clean and organized work area. (Presentation) When Joe received his medical results, and discussed a medical plan and next steps with his provider he left feeling confident that he was in good hands. (Assurance) Carla will visit medical treatment facilities for urgent needs because she knows to expect great treatment with each visit. (Reliability) When talking to his provider, Tim felt that his perspective and concerns were important and heard. (Empathy) Sending an email to a patient, completing a medical chart, or composing a report for your team are all examples of which form of communication? Written Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is known in her facility for her infectious smile, and always striving to exceed her patient's expectation. Which of the following BEST principle does Natalia demonstrate in her daily work? Be courteous Body language, eye contact, voice tone or inflections, and distance are all examples of which form of communication: Nonverbal Julia's provider called her back into the facility to discuss her recent medical results. When Julia was informed of her results, her emotions went quickly from disbelief, to anger. In an attempt to calm Julia down, her provider sat beside her, rather than directly in front of her. This is called the ______ approach. Side by Side Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and sometimes moody with patients. Chris' overall shift in behavior can be a sign of_____. Job Stress