OWN THE MOMENT REFRESHER FOR VA TMS
Pre lesson 1: but is unsure where to go. He describes situations where he has
Customer experience has 3 dimensions: Ease, effectiveness seen various doctors for health issues including his heart,
and ? - ANSWER -Emotion arthritis, mental health and DM. What is your next course of
action? - ANSWER -You sit down with him and talk about
the various issues he has mentioned
Pre lesson 1:
What is the difference between customer service and customer
experience? - ANSWER -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? - ANSWER -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? - ANSWER -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? - ANSWER -Veterans enter the VAMC and
are greeted by every VA employee they see.
Pre lesson 2:
WECARE behaviors are: - ANSWER -Used with the OTM
principles to maximize customer experience
Pre lesson 3:
Which one of the following is a way that you can better
understand a veterans needs? - ANSWER -Ask open-
ended questions to get a better understanding of the veterans
needs.
Pre lesson 3:
Which of the following is an example of using the rules of the
OTM principles to meet a veterans needs if he/she has a
question about compensation benefits? However, you are
aware it is not appropriate to discuss compensation with your
patients, but want to help. - ANSWER -You provide them
with brochures, contact info, and location for the compensation
office
Pre lesson 3:
Veterans have expressed that its important to get appointments
when they need them and that its easy to find where to go for
their appointments. This moment that matters aligns with which
of the following principles? - ANSWER -Guide the journey
A veteran comes into a VA facility so that he can refill his meds,
1/1
Pre lesson 1: but is unsure where to go. He describes situations where he has
Customer experience has 3 dimensions: Ease, effectiveness seen various doctors for health issues including his heart,
and ? - ANSWER -Emotion arthritis, mental health and DM. What is your next course of
action? - ANSWER -You sit down with him and talk about
the various issues he has mentioned
Pre lesson 1:
What is the difference between customer service and customer
experience? - ANSWER -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? - ANSWER -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? - ANSWER -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? - ANSWER -Veterans enter the VAMC and
are greeted by every VA employee they see.
Pre lesson 2:
WECARE behaviors are: - ANSWER -Used with the OTM
principles to maximize customer experience
Pre lesson 3:
Which one of the following is a way that you can better
understand a veterans needs? - ANSWER -Ask open-
ended questions to get a better understanding of the veterans
needs.
Pre lesson 3:
Which of the following is an example of using the rules of the
OTM principles to meet a veterans needs if he/she has a
question about compensation benefits? However, you are
aware it is not appropriate to discuss compensation with your
patients, but want to help. - ANSWER -You provide them
with brochures, contact info, and location for the compensation
office
Pre lesson 3:
Veterans have expressed that its important to get appointments
when they need them and that its easy to find where to go for
their appointments. This moment that matters aligns with which
of the following principles? - ANSWER -Guide the journey
A veteran comes into a VA facility so that he can refill his meds,
1/1
