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Customer service healthcare
1.
Customer Service
Skills 1
2.
What happens next •
Creating positive relationships • Customer service skills valued by employers • Listening skills • How to handle conflict with greater ease • Multiple-choice quiz
3.
Please turn to
page 11
4.
# 1 -
Do you speak first when you see a patient, visitor or colleague?
5.
# 3 -
Do you introduce yourself, giving your first and your last name clearly?
6.
# 7 -
Do you wear your identification badge so your name is clearly visible?
7.
# 9- Do
patients see you following standard precautions?
8.
# 11 -
Do you greet the other person on the same physical level?
9.
# 12- Do
you listen to the other person’s initial statement without interrupting?
10.
# 16- Do
you listen for the caller’s name at the start of a phone call?
11.
# 20 -
Do you appear happy in your position?
12.
Chunk & Check
13.
“What will you
tell your ______________________ about the next steps in your treatment?”
14.
Please turn to
page 13
15.
Match the person’s
physical level
16.
Smile
17.
Introduce yourself, including
your last name
18.
Explain your role
19.
Make eye contact
20.
Wait for the
other person to finish before you speak
21.
Paraphrase what the
person said
22.
Show concern/empathy
23.
Use courtesy words
24.
Match the person’s
physical level
25.
The new computer
system
26.
27.
A.
Employee B. Job applicant C. Coach
28.
Seconds remaining...
29.
A.
Family Member B. Coach C. Employee
30.
Seconds remaining...
31.
A.
Coach B. Employee C. Resident
32.
Seconds remaining...
33.
Please turn to
page 16
34.
How would you
feel if your loved one wasn’t treated with courtesy & respect?
35.
Please turn to
page 20
36.
Finding empathy
37.
38.
Please turn to
page 21
39.
Please complete the evaluation
on page 23
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