First/Last Impressions
A good first impression is created with this greeting
What is "hello"
Your patient issues/questions should always be this
What is "top priority"
This means to go above and beyond to meet a persons/customers needs
What is "Excellent Customer Service"
The use of spoken words to convey information
What is "Verbal Communication"
To find out how to make a patient feel satisfied, you can do this
What is "find out a patient's need"
You always _________ at the patient
What is "smile"
All employees should commit to leaving this at the door
What is their own personal "challenges"
The feeling the customer has when their needs have been met.
What is "Customer Satisfaction?"
Question that lead to further explanation
What is "open-ended questions"
The more patient are satisfied the more they will do this.
What is "tell other people about your company in a positive way"
It takes about ___ seconds for someone to make an impression
What is "7"
To understand the patient, the most important thing you must learn to do is
What is "listen"
Customers will always choose a product/service because of these.
What is "people"
Questions that tend to lead the respondent into the desired answer
What is "Leading questions"
Going the extra this, will always make the patient happy.
What is "Mile"
You always want to have a good________ when talking to patients?
What is "attitude"
You should never _______ with a patient
What is "argue"
It is this person's job to provide patient service.
What is "everyone"
The purposeful use of verbal and nonverbal actions and interactions to build and maintain helping relationships with patients and families
What is "Therapeutic Communication"
It's important to make a patient feel _________ when they are talking to you.
What is "listened to/understood"
______________ is your patient
What is "everyone"
This is the wrong answer when your customer asks you a question
What is "I don't know"
Always treat the patient like this.
What is "the way you'd like to be treated"
Uses emotional language and connections; cares about what people think and feel in response to the information given
What is "Personal Communicator"
The goal of working at service companies is to make patient this
What is "happy"