First/Last Impressions
Rules
Best Practices
Vocabulary
What is Customer Service?
100

A good first impression is created with this greeting

What is "hello"

100

Your patient issues/questions should always be this

What is "top priority"

100

This means to go above and beyond to meet a persons/customers needs

What is "Excellent Customer Service"

100

The use of spoken words to convey information

What is "Verbal Communication"

100

To find out how to make a patient feel satisfied, you can do this

What is "find out a patient's need"

200

You always _________ at the patient

What is "smile"

200

All employees should commit to leaving this at the door

What is their own personal "challenges"

200

The feeling the customer has when their needs have been met.

What is "Customer Satisfaction?"

200

Question that lead to further explanation 

What is "open-ended questions"

200

The more patient are satisfied the more they will do this.

What is "tell other people about your company in a positive way"

300

It takes about ___ seconds for someone to make an impression

What is "7"

300

To understand the patient, the most important thing you must learn to do is

What is "listen"

300

Customers will always choose a product/service because of these.

What is "people"

300

Questions that tend to lead the respondent into the desired answer

What is "Leading questions"

300

Going the extra this, will always make the patient happy.

What is "Mile"

400

You always want to have a good________ when talking to patients?

What is "attitude"

400

You should never _______ with a patient

What is "argue"

400

It is this person's job to provide patient service.

What is "everyone"

400

The purposeful use of verbal and nonverbal actions and interactions to build and maintain helping relationships with patients and families

What is "Therapeutic Communication"

400

It's important to make a patient feel _________ when they are talking to you.

What is "listened to/understood"

500

______________ is your patient

What is "everyone"

500

This is the wrong answer when your customer asks you a question

What is "I don't know"

500

Always treat the patient like this.

What is "the way you'd like to be treated"

500

Uses emotional language and connections; cares about what people think and feel in response to the information given

What is "Personal Communicator"

500

The goal of working at service companies is to make patient this

What is "happy"

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