ACMPE Article Assessment - The lost art of customer service

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* 1. Best-in-class performance occurs when each person on the team has been given the tools to succeed and management is held accountable for leadership that prioritizes the success of others, and reinforces a culture of learning opportunities and growth.

True

False

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* 2. In the article, the author states, “The best services are delivered by _____________.”

Competent management that prioritizes patient feedback over all else.

Sufficiently trained staff.

Highly competent staff who receive continuous education, feedback, and coaching.

A value-based healthcare team.

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* 3. Customer service is about training individuals to overcome the widespread indifference we continue to see across practices toward _______________, especially in satellite offices.

Copayment collections

Orienting staff to the brand

Online ratings

Information sharing

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* 4. In the author’s PDSA model, what are 2 of the examples noted that could be contributing factors causing interference and negatively impacting retention of new information?

Spatial impact and lack of growth opportunities

Staffing ratios and adequate access to resources

Group dialogue and cell phone activity

Experience differentials and system incoherence

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* 5. A skilled trainer should always be one of the most senior members of a team.

True

False

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* 6. The art of customer service is a fundamental understanding of a call-to-action for _______________________.

Engagement and connection

Competency and knowledge

Protocols and standard operating procedures

Exceptional competency and mastery