Which of the following types of telephone calls can a medical assistant resolve?

Which of the following types of telephone calls can a medical assistant resolve?

CHAPTER 14

Question	Answer
Which of the following types of telephone calls can a medical assistant resolve?	call to change an appointment
The appropriate way to deal with a caller who refuses to identify himself is to ____.	suggest that he write a letter to the physician and mark it “Personal”

What should you say to a patient who calls on the telephone and asks to speak directly with the provider?

When a patient calls and asks to speak directly with the provider, never respond by saying: The doctor is busy. If you are speaking to a patient face-to-face at the office and the phone rings, you should: Say, “excuse me for a moment, please,” and then answer the call.

Why is the Telephone important to the medical office?

The telephone is one of the most important pieces of communication equipment and is often the first interaction a patient will have with a physician’s office. They should give the caller their undivided attention and never try to do another task at the same time as talking on the telephone.

Which of the following are common sources of incoming calls to the physician’s office?

Wk. 2 Office Proced.

Question	Answer
Which of the following are common sources of incoming calls to the physicians’s office?	All of the above – Laboratories, New patients, Other physicians.
A pleasing telephone voice is developed by using:	Clarity

What is the best way to decide whether patients need special assistance?

What is the best way to decide whether patients need special assistance in disrobing? Ask all patients if you can be of assistance.

How should a caller who refuses to identify him or herself be handled?

If the caller does not identify himself or herself: Ask who is calling, write the name down immediately, repeat the caller’s name by using it in the conversation as soon as possible at least three times during the call.

Which medical emergency can lead to a life threatening situation?

In case of an emergency, go to the nearest emergency room or call 911. An example of a life threatening emergency could be the following: Heart attack. Severe breathing problem.

What would you do if someone walked in the door as the phone began to ring?

What would you do if someone walked in the door as the phone began to ring. Greet the person first and excuse yourself to answer the phone to ask if you may put them on hold for a minute.

When dealing with an angry caller Do you remember the phrase?

Terms in this set (25) How many triage levels are there? Which level of triage represents a “low-risk” problem? When dealing with an angry caller remember the phrase: “You cannot combat anger with anger.”

What are the two things we must do while talking on the telephone?

10 telephone etiquette tips you should keep in mind

• When you’re speaking over the phone remember to smile, sound upbeat and keep your communication short.
• Greeting.
• Take permission and be polite.
• Identify self and the organisation.
• Clarity.
• Purpose of the call.
• Know your timeline and keep it short.
• Avoid fillers and keep it interesting.

How do you handle escalated calls?

Building a Process for Handling Angry Customers

1. Step 1: Listen. You can usually determine whether or not the caller is angry within the first few seconds of a call.
2. Step 2: Remain Calm.
3. Step 3: Repeat Information.
4. Step 4: Avoid the Hold Button.
5. Step 5: Make the Caller Happy.

How do you respond to a guest complaint?

When responding to a customer complaint, it’s important to do three specific things:

1. Respond specifically to the issues brought up by the customer.
2. Provide a specific apology that acknowledges any mistakes on your end.
3. State exactly what you intend to do (or have already done) to make it right.

What are the common guest complaints?

Here’s our list of common issues that hotel guests encounter when staying at a hotel.

• Unclean Rooms. This is a common issue with lower end hotels, but a complaint like this can happen even to the best hotels out there.
• No Hot Water.
• Rude Staff.
• Surprises.
• Uncomfortable Rooms.
• Bad Food.
• Conclusion.

How do you respond to customer service?

6 Tips for Writing Satisfying Customer Service Responses

1. Pick the Tone. In order to build trust and satisfy customer needs, one needs to learn how to adapt the language and writing mannerisms utilized by customers when writing responses.
2. Be Human, Not a Robot.
3. Use Positive Wording.
4. Respond Quickly.
5. Don’t Be Afraid to Apologize.
6. Be Specific.

What are the three main categories of customer complaints?

5 of the Most Common Types of Customer Complaints, and How to Handle Them

• The Meek Customer. The Meek Customer will avoid submitting a complaint because he or she doesn’t want to be a pain or believes you don’t care.
• The Aggressive Customer.
• The High Roller Customer.
• The Rip-Off Customer.
• The Chronic Complainer Customer.

How many types of complaints are there?

10 Types Of Customer Complaints.

Why is it important to maintain customer contact?

Frequent customer contact isn’t only important for the customer, it’s important for you. Your customers need to hear from you. They show customers you are invested in them and their success, and it helps you understand how your product is serving customers’ needs or updates that may be needed.

What are the four major types of guest complaints?

The four major types of guest complaints are mechanical complaints, attitudinal complaints, service-relatedcomplaints, and unusual complaints.

What is the importance of guest complaints to a business?

All in all, complaints management truly is an essential component of customer service and business success. Not only is it the means to gather valuable customer insight, it also helps your company progress to improvements that lead to reduced costs, increased profitability and increased customer satisfaction.

Why is it important to welcome the guest?

A sincere welcome reaches out and positively pulls guests in to the hospitality environment they have chosen and makes guests feel like they have made a good choice. A cordial and courteous welcome gives guest the feeling they have been invited to join the setting even though they chose to go on their own.

What are three main types of requests guests make at the front desk?

The three main types of requests guests make at the front desk are reservations, registering, and checking-out.

What is guest special request?

Special requests are a common occurrence in most accommodation establishments. The front office usually takes these special requests, with the original booking of the room or face-to-face with guests at check-in or during their stay.

What is a request in housekeeping?

As the department responsible for the cleanliness of a property, it is often called upon to handle requests made by other departments. Therefore all departments will have requests of housekeeping. Similar to dealing with requests from guests, these requests must be handled in a professional and timely manner.

How do you handle guest queries?

Top Ten ways of handling guest Complaints:

1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won’t overhear.
3. Stay calm.
4. Be aware of the guest’s self-esteem.
5. Give the guest your undivided attention.
6. Take notes.
7. Tell the guest what can be the best done.

How do you greet a guest?

There are five best practices for greeting the guests when they arrive:

1. 1 Dressing: It forms the first impression and welcoming a guest is just like going on the first date.
2. 2 Smile with a Greeting:
3. 3 A Different Greeting:
4. 4 Offer to Assist Them:
5. 5 Ask Questions:

What are the common complaints in housekeeping?

Given that housekeeping spans such a wide variety of activities, it’s inevitable that complaints will come from many angles, but some of the most common include noise complaints, room cleanliness issues, equipment malfunction, laundry errors and communication problems with staff.

What to do if a customer complains about you?

1. Stay Calm. It might be extremely difficult to do, you must stay calm when handling a customer complaint.
2. Listen. Frequently, if a customer comes to you with a problem, it means that they want to be heard.
3. Be Kind.
4. Acknowledge the Issue.
5. Apologize and Thank Them.
6. Ask Questions.
7. Make It Speedy.
8. Document Their Responses.

Why is it important to deal with complaining guest immediately?

By responding to your customer complaints in a timely manner, you can make them them feel valued and happy. Effectively handling customer complaints is important as it is a make or break point for customer loyalty.

How do you handle an unhappy customer?

Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction:

1. Remain calm.
2. Don’t take it personally.
3. Use your best listening skills.
4. Actively sympathize.
5. Apologize gracefully.
6. Find a solution.
7. Take a few minutes on your own.

Why is it important to solve customer problems quickly?

In general customers who are unhappy with your product or service will not complain to you – but they will complain to others and take their business elsewhere. Managing customer complaints and resolving them quickly will result in improved business processes and repeat business.