healthstream customer service quizlet

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A customer comes to you with a complaint. It would have been dreadful for you to spend three or four more days worrying about why no one had called!Correct: This particular test result takes five to seven days. Urgent Care & Emergency Services; Filter: Recorded Webinars Building a Pipeline of Home Health Talent: It Starts with Training How can organizations keep up with future staffing needs in order to expand their in-home care services? Gravity. The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.

This particular test result takes five to seven days. Loyal customers also help your facility™s bottom line. Its how professionals approach problems, the ethical principles based on the organization's core values and standards to uphold professionalismacting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem, always acting in a way consistent with what society typically thinks are good core values, honesty, fairness, respect, equality, dignity, diversity, and individual rightsthe ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them forevera rewards program offered by a company to customers who frequent their business, they receive free merchandise, rewards, coupons, or even a advance release on sales or a new productthe practice of transferring an incoming caller to another telephone number and hanging up once someone answers without announcing who is callingA phone call conducted by an autodialer and using a recorded voice message system.Teletypewriter/telecommunication device for the deaf Healthstream. PLAY. Match. Test. 4. Match. If you know your facility's HealthStream Learning Center URL, help is often available on your facility's login page. Trusting patients also are more likely to follow the treatment plan.5. … When listening actively, paraphrase to show the customer that you: a. A legal document that provides your Doctors, Nurses, an Family what kind of medical care you want if you cannot tell them yourself; if you are in a coma, terminally ill, seriously injured, or have dementiaHealth Insurance Portability and Accountability Act of 1996, United States legislation that provides data privacy and security provisions for safeguarding medical informationOmnibus Budget Reconciliation Act of 1987, create a set of minimal standards nationally of care and rights for people living in certified nursing facilitiesCharacteristics, values, beliefs, and factors that make people different, yet similarThe different racial, ethnic, and socioeconomic varieties, based on factors such as values, beliefs, and experiences, that present in people grouped together in a given situation, group, or organizationLiving Will, Healthcare Power of Attorney, DNR (do not resuscitate)The ability to imagine and understand how someone else feels, the capacity to recognize the emotions of the customerthe state of being patient; waiting without any complaint, slower service where the time spent with the customer was used to better understand their problems & needsthe trait of being observant and paying attention to someone or somethingThe careful exchange of thoughts, information, ideas, and messages between people or groupsAn essential skill of understanding your products features which allows you to benefit accurately and persuasivelyThe ability to pay close attention so you can gauge a customer's mood and personality in order to keep interactions positiveThe ability to remain cool and calm when dealing with a heated customer or situationsituations when customers have expectations of a certain type or level of service that are not met by a service providerThings that customers typically desire but to not necessarily needMotivators or drivers that cause customers to seek out specific types of products or services.

PLAY. Be honest and straightforward. Service Industry . This leads to a satisfied customer. Are flexible b. Making excuses for the problem c. Denying that there is a problem d. Blaming someone else for the problemCorrect: Apologizing for the problemRationale: The best response to a customer complaint is to apologize right away. Customer complaints can be a great learning experience.

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True b. FalseCorrect: TrueRationale: Complaints can help you find better and better ways of meeting your customers’ needs and exceeding their expectations.Final ExamQuestion Title: Question 1Question: Which of the following is most likely to delight a customer?Answer 1: Meeting the customer’s needsAnswer 2: Meeting the customer’s expectationsAnswer 3: Meeting the customer’s needs and expectationsAnswer 4: Meeting the customer’s needs and exceeding expectationsCorrect Answer: Meeting the customer’s needs and exceeding expectationsAnswer Rationale: Meeting needs and exceeding expectations is excellent customer service. Created by. Are in a hurry c. Understand what he or she has said d. Make exceptions only in extreme circumstancesCorrect: Understand what he or she has saidRationale: Paraphrasing means briefly summarizing what the customer has told you. This can lead to costs for your facility.• When a complaint is handled well, the customer is likely to be delighted.• When a customer has a complaint, stay calm and apologize right away.• Use active listening for handling complaints.• Always take the opportunity to educate customers with complaints. PLAY. This leads to a delighted customer.Question Title: Question 2Question: Satisfied customers are usually loyal customers.Answer 1: TrueAnswer 2: FalseCorrect Answer: FalseAnswer Rationale: Satisfied customers may continue to do business with you.

Thiscan contribute to more accurate diagnoses and better treatment plans.

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