with videos included

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

27. A. Employee
B. Job applicant
C. Coach

28. Seconds
remaining...

29. A. Family Member
B. Coach
C. Employee

30. Seconds
remaining...
QuickTime™ and a
decompressor
are needed to see this picture.

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

38. Please turn to page 21

39. Please complete the
evaluation on page 23