Health stream: Customer Service (PA) Exam Questions and Answers

Health stream: Customer Service (PA) Exam Questions and Answers A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her house. This customer was most likely: - Answer- Satisfied with the customer service at your facility Which of the following is not covered on the HCAHPS survey? - Answer- clinical outcome Which of the following is most likely to delight a customer? - Answer- Meeting the customer's needs and exceeding expectations When listening actively, paraphrase to show the customer that you: - Answer- Understand what he or she has said Which of the following statements is true? - Answer- Keeping loyal customers is less expensive than finding new customers. Which of the following customers usually remain(s) loyal? - Answer- Delighted customer When listening actively, empathize to show the customer that you: - Answer- Care about his or her concerns A cancer patient expresses emotional distress to his nurse prior to treatment. The nurse tells the patient that she understands how difficult the treatment regimen is emotionally. Is this nurse actively listening? - Answer- True