Modules 1 & 2
When responding to an agitated client, you should...
A. Get upset and yell back at them
B. Give them the silent treatment
C. Turn around and walk away
D. Take the steps possible in the moment to help the client
D. Take the steps possible in the moment to help the client
What should you do AFTER returning a voicemail?
sign and date on the log next to the appropriate entry
What is one way to identify emotional cues?
1. Active observation & listening
2. Reflecting on personal emotions and reactions
3. Seeking feedback and clarification
When identifying the source of agitation, should you...
A. Assure the customer that you are there to help
B. Ask them, "What is your problem?"
C. Roll your eyes at the customer
D. Tell them that their concerns are stupid
A. Assure the customer that you are there to help
BEFORE returning a voicemail, what should you do?
Gather all the necessary information to answer the request.
Why is efficient office management important?
We want to be as organized as possible to maximize both the quantity of patients that we assist and the quality of patient care.
What are the two types of emotional cues?
Verbal and nonverbal
Finish the sentence:
"It's not just about what you say, but __________"
"how you say it!"
How many training objectives were covered in today's training?
Four