We Care
Which WE CARE value focuses on creating positive first impressions?
Welcoming — greeting everyone with warmth and kindness.
Who is the author of Amaze Every Customer Every Time?
Shep Hyken.
Complete the service mindset: Instead of 'That's not my department,' say...
'Let me help.'
What does the C in the proposed CARE Service Recovery Model mean?
Connect — listen actively and seek to understand the concern.
Which value means listening, understanding, and responding with compassion?
Empathetic.
Name two of the Five Amazement Principles.
Any two: Create Confidence, Be Easy to Do Business With, Show Genuine Care, Solve Problems Quickly, Exceed Expectations.
What does 'Act Like You Own the Place' encourage associates to do?
Take initiative, responsibility, and ownership of the experience.
According to the CARE Service Recovery Model, what is the first step an associate should take when a patient or visitor expresses dissatisfaction with their experience?
Connect — Listen actively and seek to understand the person's concern before responding.
An associate follows through on a promise to help a visitor. Which value is demonstrated?
Accountable — taking ownership and following through.
What is a Moment of Truth?
An interaction in which the patient receives the level of service expected.
A visitor is lost and you are not responsible for directions. What should you do?
Help the visitor find the right location or connect them with someone who can assist.
A patient is upset about a delay. What should you do before trying to resolve the concern?
Listen and acknowledge the patient's feelings with empathy and respect.
Name all six WE CARE values.
Welcoming, Empathetic, Committed, Accountable, Respectful, Excellent.
What distinguishes a Moment of Magic from a Moment of Misery?
A Moment of Magic exceeds expectations and leaves a positive impression; a Moment of Misery leaves someone feeling ignored, frustrated, or disappointed.
Complete the statement: Ownership is not about authority. It is about...
Accountability.
A visitor requests an exception to a safety policy. Name three appropriate response steps.
Any three: Listen, Acknowledge, Explain, Offer Alternatives, Escalate When Appropriate.