PRELIM 01 - Principles of Good Customer Service Flashcards
(32 cards)
Patients keep an __________ in their head, and they grade you on the basic needs (standards) that they require
Invisible report card
Receiving the promised service dependably and accurately (Standards patients use to evaluate services)
Reliability
Receiving help and prompt service (Standards patients use to evaluate services)
Responsiveness
Knowledgeable and courteous employees who convey trust and confidence (Standards patients use to evaluate services)
Assurance
Caring, individualized attention; appreciating a patient’s circumstances and feelings without criticism or judgement (Standards patients use to evaluate services)
Empathy
The appearance of physical facilities, equipment, personnel, and communication materials (Standards patients use to evaluate services)
Tangibles
Polite and courteous treatment (Standards patients use to evaluate services)
Friendliness
The patient’s need to have an impact on the way things turn out (Standards patients use to evaluate services)
Control
The patient’s need to feel that the other options are available (Standards patients use to evaluate services)
Options
The patient’s need to be educated and informed about products, policies, and procedures (Standards patients use to evaluate services)
Information
3 things that can happen when customer service goes wrong
Service failure, Service criticality, Service recovery
Failing to meet the expectations of the patient (When customer service goes wrong)
Service failure
Refers to the magnitude of the consequences of a potential service failure to the patient or customer (When customer service goes wrong)
Service criticality
Refers to the attempt to correct the service failure and make things right for the patient (When customer service goes wrong)
Service recovery
4 outcomes of service failure and service delivery
Satisfaction, Word of mouth, Trust, Customer retention
Can be defined as the extent to which patients’ needs and wants are met (Outcomes of service failure and service delivery)
Satisfaction
Occurs when patients provide each other with information about products or services in a noncommercial way (Outcomes of service failure and service delivery)
Word of mouth
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)
Trust
Refers to when customers stay or find another provider (Outcomes of service failure and service delivery)
Customer retention
Are a natural part of the service industry
Customer complaints
4 principles of interpersonal communication
Message, Receiver, Feedback, Barriers
Is the element that is transmitted from one person to another (Principles of interpersonal communication)
Message
Receives the message from the sender (Principles of interpersonal communication)
Receiver
Process whereby receivers communicate back to senders their understanding of the sender’s messages (Principles of interpersonal communication)
Feedback
