1

Customer Service

Skills

What happens next

• Creating positive relationships

• Customer service skills valued by employers

• Listening skills

• How to handle conflict with greater ease

• Multiple-choice quiz

Please turn to page 11

# 1 - Do you speak first when you see a patient, visitor or colleague?

# 3 - Do you introduce yourself, giving your first and your last name clearly?

# 7 - Do you wear your identification badge so your name is clearly visible?

# 9- Do patients see you following standard precautions?

# 11 - Do you greet the other person on the same physical level?

# 12- Do you listen to the other person’s initial statement without interrupting?

# 16- Do you listen for the caller’s name at the start of a phone call?

# 20 - Do you appear happy in your position?

Chunk & Check

“What will you tell your ______________________ about the next steps in your treatment?”

Please turn to page 13

Match the person’s physical level

Smile

Introduce yourself, including your last name

Explain your role

Make eye contact

Wait for the other person to finish before you speak

Paraphrase what the person said

Show concern/empathy

Use courtesy words

Match the person’s physical level

The new computer system

A. Employee B. Job applicant C. Coach

Seconds remaining...

A. Family Member B. Coach C. Employee

Seconds remaining...

QuickTime™ and a decompressor

are needed to see this picture.

A. Coach B. Employee C. Resident

Seconds remaining...

Please turn to page 16

How would you feel if your loved one wasn’t treated with courtesy &

respect?

Please turn to page 20

Finding empathy

Please turn to page 21

Please complete the evaluation on page 23