DHA-US429 MHS: Customer Service || A+ Practice
Test: Instant Prep, Verified Results!!
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) 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.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. correct answers a) = A
b) = B
c) = D
d) = C
e) = E
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? correct answers Written
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. correct answers 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 _________.
correct answers Job Stress
Body language, eye contact, voice tone or inflections, and distance are all examples of which
form of communication: correct answers Nonverbal
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? (Select all that
apply) correct answers Avoid being argumentative, show she cares, use positive language
Logan always comes to work early, is known to colleagues and patients by his infectious
laughter and smile, and always tries to participate in after hour work events. Logan's content
and happiness as a provider is a sign of __________. correct answers Job Satisfaction
Dominque recently mentioned to her mentor that she was frustrated with not having enough
control over job-related decisions, a personality conflict with a colleague, and having too
many tasks for the time allotted. Each of Dominique's sources of frustration are also known
as ______. correct answers Stressors
Test: Instant Prep, Verified Results!!
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) 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.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. correct answers a) = A
b) = B
c) = D
d) = C
e) = E
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? correct answers Written
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. correct answers 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 _________.
correct answers Job Stress
Body language, eye contact, voice tone or inflections, and distance are all examples of which
form of communication: correct answers Nonverbal
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? (Select all that
apply) correct answers Avoid being argumentative, show she cares, use positive language
Logan always comes to work early, is known to colleagues and patients by his infectious
laughter and smile, and always tries to participate in after hour work events. Logan's content
and happiness as a provider is a sign of __________. correct answers Job Satisfaction
Dominque recently mentioned to her mentor that she was frustrated with not having enough
control over job-related decisions, a personality conflict with a colleague, and having too
many tasks for the time allotted. Each of Dominique's sources of frustration are also known
as ______. correct answers Stressors
