Amsurg Cares Front Office Empathy

5 Questions | Total Attempts: 1092

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Amsurg Cares Front Office Empathy

Questions and Answers
  • 1. 
    What is one objective of Empathy in customer service?
    • A. 

      Why empathy should not be included in the customer service initiative.

    • B. 

      The reduction in empathetic responses so that the patient experience is not impacted.

    • C. 

      Techniques of empathy skills.

  • 2. 
    Why empathy is important? Please select all correct answers.
    • A. 

      The patient who feels understood is better able to participate in their care.

    • B. 

      The patient who feels understood will be more willing to listen to a solution.

    • C. 

      The patient who feels understood will be more willing to do his/her part in ensuring a good outcome.

  • 3. 
    How does empathy improve a front office staff member's customer service? Please select all correct answers.
    • A. 

      A representative of the ASC who empathizes with patients weakens his/her understanding of the patient’s perspective.

    • B. 

      A representative of the ASC who empathizes with patients will seek a solution to the issue at hand.

    • C. 

      A representative of the ASC who empathizes with patients is less likely to take the patient’s response personally.

  • 4. 
    What are some statements that show empathy? Please select all correct answers.
    • A. 

      I Understand.

    • B. 

      This is someone's else's fault.

    • C. 

      I am sorry this happened.

    • D. 

      I will talk to the manager.

    • E. 

      You will need to call us back later.

  • 5. 
    What are some actions that show empathy? Please select all correct answers.
    • A. 

      Eye contact

    • B. 

      Nodding your head

    • C. 

      Leaning forward

    • D. 

      Arms crossed over your chest

    • E. 

      Smile

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