PRELIM 01 - Principles of Good Customer Service Flashcards

1
Q

Patients keep an __________ in their head, and they grade you on the basic needs (standards) that they require

A

Invisible report card

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2
Q

Receiving the promised service dependably and accurately (Standards patients use to evaluate services)

A

Reliability

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3
Q

Receiving help and prompt service (Standards patients use to evaluate services)

A

Responsiveness

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4
Q

Knowledgeable and courteous employees who convey trust and confidence (Standards patients use to evaluate services)

A

Assurance

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5
Q

Caring, individualized attention; appreciating a patient’s circumstances and feelings without criticism or judgement (Standards patients use to evaluate services)

A

Empathy

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6
Q

The appearance of physical facilities, equipment, personnel, and communication materials (Standards patients use to evaluate services)

A

Tangibles

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7
Q

Polite and courteous treatment (Standards patients use to evaluate services)

A

Friendliness

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8
Q

The patient’s need to have an impact on the way things turn out (Standards patients use to evaluate services)

A

Control

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9
Q

The patient’s need to feel that the other options are available (Standards patients use to evaluate services)

A

Options

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10
Q

The patient’s need to be educated and informed about products, policies, and procedures (Standards patients use to evaluate services)

A

Information

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11
Q

3 things that can happen when customer service goes wrong

A

Service failure, Service criticality, Service recovery

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12
Q

Failing to meet the expectations of the patient (When customer service goes wrong)

A

Service failure

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13
Q

Refers to the magnitude of the consequences of a potential service failure to the patient or customer (When customer service goes wrong)

A

Service criticality

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14
Q

Refers to the attempt to correct the service failure and make things right for the patient (When customer service goes wrong)

A

Service recovery

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15
Q

4 outcomes of service failure and service delivery

A

Satisfaction, Word of mouth, Trust, Customer retention

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16
Q

Can be defined as the extent to which patients’ needs and wants are met (Outcomes of service failure and service delivery)

A

Satisfaction

17
Q

Occurs when patients provide each other with information about products or services in a noncommercial way (Outcomes of service failure and service delivery)

A

Word of mouth

18
Q

It can be hard to regain in the organization even with strong recovery efforts in the event of severe failures (Outcomes of service failure and service delivery)

A

Trust

19
Q

Refers to when customers stay or find another provider (Outcomes of service failure and service delivery)

A

Customer retention

20
Q

Are a natural part of the service industry

A

Customer complaints

21
Q

4 principles of interpersonal communication

A

Message, Receiver, Feedback, Barriers

22
Q

Is the element that is transmitted from one person to another (Principles of interpersonal communication)

A

Message

23
Q

Receives the message from the sender (Principles of interpersonal communication)

A

Receiver

24
Q

Process whereby receivers communicate back to senders their understanding of the sender’s messages (Principles of interpersonal communication)

A

Feedback

25
Q

Affect the accuracy of the communication exchange (Principles of interpersonal communication)

A

Barriers

26
Q

Drugs used to treat hypercholesterolemia

A

Statins

27
Q

Statin used as an antifungal agent

A

Nystatin

28
Q

Refrigerator temperature range

A

2-8°C

29
Q

Is an antibiotic classified as a fluoroquinolone

A

Ciprofloxacin

30
Q

Ciprofloxacin should not be taken with __________, __________, and __________ due to food and drug interaction that will lead to chelation

A

Milk/Dairy products, Multivitamins (Iron, Zinc, Calcium), Aluminum + Magnesium

31
Q

Drug used for hypertension; Classified as an angiotensin receptor blocker

A

Irbesartan

32
Q

Irbesartan is classified as an __________

A

Angiotensin receptor blocker