Costumer Service Flashcards
It is one of the primary methods of showing customers that there is an attitude of caring.
Communication
A person who is being given information by a sender.
Receiver
A person who communicates to someone else verbally or nonverbally.
Sender
The customer expectations for quality services.
A. Know what the customer wants
B. Determine whether or not the customer is getting service
C. Continuously take actions to satisfy the customer
D. All of the above
E. None of the above
D. All of the above
This information can be communicated by
A. Speaking
B. Listening
C. Gestures of the body language
D. Writing
E. All of the above
E. All of the above
The frame of reference consists of a person.
A. Background
B. Education
C. Experience
D. All of the above
E. None of the above
D. All of the above
What are the phlebotomist’s approaches conflict in one five ways?
- Accommodator
- Avoider
- Collaborator
- Compromiser
- Controller
It is usually caused by a one-time incident.
Acute stress
It is caused by continuous stressful incidents.
Chronic stress
It is a distorted thinking about an event that causes stress.
Thinking about stress
It is an excellent way to reduce stress.
Laughter
What are the FOUR coping with stress?
- Acute stress
- Chronic stress
- Thinking about stress
- Reducing stress
