Working Together For Success

This type of customer tells others about their bad experience.

This type of greeting; "Hello", "How are you today?" "How may I help you?" are examples of an ___ ___.

Never do this with a customer.

________ is your customer.

When all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care exceed expectations.

All hospitals in Washington State are required to post pricing data on their web page. True or False

A well groomed employee, professional attire, a tidy/clean work space, clean grounds are all things that give a _____ impression that TRH provides a quality product and service.

Who does the customer service job belong to?

You see a customer that appears to be lost so you stop and greet them and ask them if you can help them with anything. The customer is in the wrong building and needs to be taken to another department. What is the appropriate course of action.

Principles and Standards of Behavior for Three Rivers Hospital.

TRH uses this tool for quality and safety reporting.

Every person at TRH should go the extra ______ to deliver delightful service.

Frowning, staring, slouching, and crossing your arms are examples of this.

To enable or permit customer service providers to make a range of decisions to assist the customer.

A WIG that inspires every employee to deliver top notch performance in every aspect of day to day duties.

All hospitals that participate in the Medicare program are required to participate in this survey that monitors patient's perceptions of their care. Results of these surveys are posted online.

"Thank you." "Please come again." "Thank you for choosing TRH." "Have a wonderful rest of your day." are all examples of an _____ ______.

It is acceptable to respond to a customer's question with "I don't know." True or False

It is important to make a customer feel ______ when they are talking to you.

WIG Meaning Revenues Minus Expenses are Equal to or Greater than 0

Excellent customer service requires each person to be passionate about the work they do/care they provide as well as a level of dedication and passion for Three Rivers Hospital. How do you deliver a Disneyland experience at TRH every day?

It is extremely important to ______ when greeting customers, speaking on the phone and when saying goodbye.

A key component of good customer service is active listening. Give an example of active listening.

Telling a customer what we can do for them instead of telling them "no" or "I can't" is an example of _____