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OWN THE MOMENT REFRESHER FOR VA TMS

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This document contains refresher questions and answers for the “Own the Moment” (OTM) VA TMS training program, focusing on customer experience principles in healthcare settings. It covers key topics such as WECARE behaviors, SALUTE service recovery, PX framework, and strategies for improving veteran interactions. The material emphasizes practical scenarios and decision-making techniques to enhance patient satisfaction and service delivery within VA facilities. It is useful for training reinforcement and exam preparation.

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OWN THE MOMENT REFRESHER FOR VA TMS
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OWN THE MOMENT REFRESHER FOR VA TMS




Pre lesson 1:
Customer experience has 3 dimensions: Ease, effectiveness and ?
Emotion


Pre lesson 1:
What is the difference between customer service and customer experience?
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?
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?
Veterans call your clinic and are dissatisfied with their experiences at the VA.


Pre lesson 2:
Which one of the following BEST illustrates the connect and care principle?
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OWN THE MOMENT REFRESHER FOR VA TMS
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OWN THE MOMENT REFRESHER FOR VA TMS

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Uploaded on
March 18, 2026
Number of pages
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Written in
2025/2026
Type
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