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What are three customer expectations for quality service
- A. know what the customer wants
- B. determine whether or not the customer is getting the service
- C. continuously take action to satisfy the customer
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Communication is the sending and receiving of messages. Communication starts with a _________, which is then accepted by ________________.
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People speak at the rate of __________________ words per minute.
100 to 200
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People can listen at the rate of __________________ words per minute. This results in extra time the receiver can be distracted.
500 to 600
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What are the three frames of reference that create a common understanding?
- A. background
- B. education
- C. experience
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What are the five different types of conflict management style?
- A. accommodation
- B. avoider
- C. collaborator
- D. compromiser
- E. controller
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What are the two types of stress. List them and give an example of each.
- A. Acute stress - one time incident such as barely avoiding a car accident
- B. Chronic stree - continous stress full incidences difficult job enviornment
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To achieve quality customer service, the phlebotomist must meet what customer needs?
C.
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When two people are communicating, they understand each other, and have a common ground. This common ground is based on three frames of reference.
C.
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The phlebotomist who tends to smooth over a conflict is know as a/an:
C.
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