Communication
Name two non-verbal communication techniques
maintaining eye contact and using positive body language, like nodding
The first step in solving a patient complaint?
The first step in solving a patient complaint is to listen carefully to understand the issue.
Empathy is important in customer service because...
Empathy is important because it helps build trust and rapport with customers, making them feel valued and understood.
How would you handle a customer who is angry about a late delivery?
Apologize sincerely, explain the reason for the delay, and offer a solution, like expedited shipping on the next order.
What does “going the extra mile” mean in customer service?
“Going the extra mile” means doing more than what is expected to ensure customer satisfaction.
How can you ensure clarity in your communication?
use simple language, avoid jargon, and confirm understanding by asking follow-up questions
Describe a method to brainstorm solutions.
Clearly define the problem to brainstorm, encourage participation from everyone, capture all ideas without judgment
How can you show empathy to an upset customer?
Acknowledge the customer’s feelings and express genuine concern, such as saying, “I can see how frustrating this must be for you.”
What would you do if a customer is confused about a product feature?
If a customer is confused about a product feature, patiently explain how it works and provide additional resources, like a user manual or video tutorial.
Name two qualities of excellent customer service.
Two qualities of excellent customer service are responsiveness and attentiveness.
Give an example of a positive communication phrase.
“I understand your concern, and I’m here to help.”
How can you prioritize multiple patient issues?
Prioritize issues by assessing their urgency and impact on the patient.
Describe a situation where empathy improved a patient interaction.
Calming an upset patient by listening to their concerns and offering a sincere apology.
How can you assist a customer who has received a damaged product?
Apologizing, offering a replacement or refund, and ensuring the issue is resolved quickly.
How can you measure customer satisfaction?
Customer satisfaction can be measured through surveys, feedback forms
Why is feedback important in customer service?
Feedback is important because it helps improve service quality and shows customers that their opinions are valued.
Provide an example of a creative solution to a common customer problem.
A creative solution to a common problem, like a delayed order, could be offering a discount on the next purchase as an apology.
What are the benefits of empathetic listening?
Empathetic listening benefits include better understanding customer needs and creating a positive customer experience.
Describe how you would handle a customer who wants a refund.
Handle a refund request by verifying the purchase, understanding the reason for the refund, and processing it promptly while maintaining a positive attitude.
What is the importance of follow-up in customer service?
Follow-up is important because it shows patients that you care about their experience and are committed to resolving any issues.
What is the name of the concept that uses building up goodwill to get our patients, clients and family caregivers to trust us more and be happier with our services.
Client Karma
A set of rules and guidelines that define the appropriate behavior and communication between professionals and their clients or patients.
What are professional boundaries.
The author of our customer service book, "Reimagining Customer Service in Healthcare"?
Who is Jennifer L. Fitzpatrick
What steps would you take if a customer is unhappy with your service?
If a customer is unhappy with your service, listen to their feedback, apologize, and take steps to improve based on their suggestions.
Describe a time when you provided exceptional service.
An example of exceptional service could be a time when you stayed late to help a customer resolve a complex issue, ensuring they left satisfied.