Term
True or False:
One of the key characteristics of good customer service is reliability. |
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Definition
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Term
True or False:
Service excellence, particularly good patient-provider communication, is positively related to compliance (following doctors' orders) and fewer malpractice claims. |
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Definition
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Term
True or False:
One of the three major barriers to service excellence is availability of equipment. |
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Definition
False
Potential Barriers and Prevention: The Three Ps Barrier
Barrier:
1. Performers
Prevention Method:
• Select the right people—see the list of competencies in the next screen
• Train your staff on these competencies
Barrier:
2. Processes
Prevention Methods:
• Identify the expectations of customers
• Remove unnecessary steps, cut red tape,
improve signage, etc.
• Examine your process and eliminate steps
that complicate how you deal with your customers before, during, and after delivering care
Barrier:
3. Policies
Prevention Method:
Review policy manuals, asking:
• Are they written so you can empower people
to have some flexibility to do what’s right for the customer without being hindered by unnecessary bureaucratic rules?
• Do the policies interfere with the company’s ability to provide superior customer service? If so, change them or eliminate them if not needed |
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Term
True or False:
Service excellence, particularly good patient-provider communication, is positively related to compliance (following doctors' orders) and fewer malpractice claims. |
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Definition
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Term
True or False:
A critical competency for staff in customer service is offering assistance without being prompted. |
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Definition
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