Customer Service

Question 1

define negative good

Answer 1

Product that is considered a need vs a want

Question 2

standards that patients and customers use to evaluate services

Answer 2

• reliability
• responsiveness
• assurance
• empathy
• tangibles
• fairness
• control
• options
• information
• friendliness

Question 3

Reliability

Answer 3

Receiving the promised services dependably and accurately

Question 4

Responsiveness

Answer 4

Receiving help and prompt service

Question 5

Assurance

Answer 5

Knowledgeable and courteous employees who convey trust and confidence

Question 6

Empathy

Answer 6

Caring individualized attention, appreciating customer’s circumstances

Question 7

Tangibles

Answer 7

Appearance of physical facilities, equipment, staff, and marketing

Question 8

Friendliness

Answer 8

Polite and courteous treatment

Question 9

Fairness

Answer 9

Fair treatment from service providers

Question 10

Control

Answer 10

Patients need to have an impact on the way things turn out

Question 11

Options

Answer 11

Patients need to feel that other options are available

Question 12

Information

Answer 12

Patients need to be educated and informed about products, policies, and procedures

Question 13

What happens when customer service goes wrong?

Answer 13

• service failure
• service criticality
• service recovery

Question 14

service failure

Answer 14

Failure to meet the expectations of a patient

Question 15

service criticality

Answer 15

The magnitude of the consequences of a potential service failure

Question 16

service recovery

Answer 16

The attempt to correct the service failure and make things right for the patient or customer

Question 17

customer service recovery

Answer 17

Effective recovery from a service failure can potentially result in a more satisfied patient than if no service failure ever happened

Question 18

4 perspectives of customer service

Answer 18

• Performance Evaluation
• Affect-Based Assessment
• Equity-Based Assessment
• Disconfirmation of Expectations

Question 19

Performance Evaluation

Answer 19

Determining satisfaction with physical characteristics

Question 20

Affect-Based Assessment

Answer 20

Emotional reaction that a patient experiences as a result of the service

Question 21

Equity-Based Assessment

Answer 21

Patients perception of fairness in the provision of services based on their previous experiences

Question 22

Disconfirmation of Expectations

Answer 22

Evaluating gap between expectations and perceptions

Question 23

Zone of tolerance

Answer 23

• There is a level of service that is desired and adequate

- The zone is any level of service between desired and adequate, what you are willing to take

Question 24

Emotional Labor

Answer 24

Process of modifying the emotions you feel or the emotions you express to meet the goals of the organization

Question 25

What are the approaches for emotional labor?

Answer 25

• Deep acting

- Surface acting

Question 26

Deep acting emotional labor

Answer 26

modifying the emotions you feel about the situation

Question 27

Surface acting emotional labor

Answer 27

• putting a “mask” on to change your expression

- leads to reduced job satisfaction

Question 28

What are the steps to deal with difficult customers?

Answer 28

1. Let the customer vent
2. Avoid getting trapped in a negative filter
3. Express empathy to the customer
4. Begin active problem solving
5. Mutually agree upon the solution
6. Follow-up