Quiz: Customer Service


Customer ServiceOnline version Rapport and safety basics by Joel Almonacid 1 1. What is the first step in establishing rapport? a Offer discount b Ask for payment c Smile and greet professionally d Provide policy 2 2. Active listening includes: a Paraphrasing b Interrupting c Ignoring emotions d Multitasking 3 3. When should you escalate an issue? a Always b After arguing c Never d When unsure of policy 4 4. Feedback must be: a Ignored b Recorded accurately c Shared publicly d Deleted 5 5. When confirming patient identity, you should ask: a Their test result b Full name and date of birth c Their Medicare balance d Their favourite colour 6 6. A closed question is best used when: a Avoiding documentation b Building long conversation c Verifying specific information d Exploring feelings 7 7. An open question encourages: a Arguments b Yes/No answers c Silence d Detailed responses 8 8. Clarifying questions are used to: a Challenge the patient b Confirm understanding c Delay procedures d Correct the doctor 9 9. Professional boundaries require you to: a Maintain role limits b Share personal opinions c Discuss other patients d Accept gifts 10 10. If a patient becomes aggressive, you should first: a Walk away immediately b Raise your voice c Stay calm and acknowledge feelings d Argue your point 11 11. Confidentiality means: a Posting on social media b Sharing results with family c Discussing cases publicly d Protecting patient information 12 12. Person-centred care focuses on: a Patient preferences and needs b Staff convenience c Policies only d Speed only 13 13. When explaining a procedure, you should: a Speak quickly b Use complex medical jargon c Use clear, simple language d Skip explanations 14 14. If a patient refuses ID verification, you should: a Follow organisational procedure b Ignore policy c Proceed anyway d Argue 15 15. Empathy is demonstrated by: a Ignoring emotions b Changing the topic c Saying “Calm down” d Acknowledging how the person feels 16 16. If you make a documentation error, you should: a Leave it b Blame someone else c Erase it secretly d Correct it according to policy 17 17. Escalation may be required when: a The test is routine b You are bored c A patient says thank you d There is risk to safety 18 18. De-escalation techniques include: a Walking off mid-conversation b Dismissing concerns c Calm tone and active listening d Threatening 19 19. When a patient complains about waiting time, you should: a Ignore them b Say “That’s not my problem” c Acknowledge and explain the delay d Argue 20 20. Non-verbal communication includes: a Email b Documentation c Tone of voice d Policies 21 21. Before venepuncture, you must obtain: a Verbal consent b Social media details c Payment d A witness signature 22 22. A leading question is problematic because it: a Encourages honesty b Improves safety c Suggests the answer d Builds rapport 23 23. When should you use clarifying questions? a When rushing b Never c When confused about information d When ending conversation 24 24. Professional tone should be: a Defensive b Loud c Sarcastic d Calm and respectful 25 25. If a family member asks for results without consent, you should: a Provide them b Ignore them c Refuse politely and explain privacy rules d Guess results 26 26. Documentation should be completed: a Immediately and accurately b Only if serious c Later if remembered d By someone else 27 27. When managing conflict, you should avoid: a Blaming language b Listening c Empathy d Clarifying 28 28. A supportive statement might be: a We’ll work through this together. b Hurry up. c You’re wrong. d That’s not my issue. 29 29. Good customer service includes: a Speaking abruptly b Eye contact c Ignoring queues d Avoiding explanation 30 30. Scope of practice refers to: a Clinic hours b Payment systems c Personal interests d Role responsibilities and limits 31 31. When should you apologise? a Never b When patient expresses dissatisfaction c When blamed d Only if serious harm occurs 32 32. Clear communication reduces: a Professionalism b Documentation c Trust d Errors 33 33. If you do not know the answer to a question, you should: a Guess b Check policy or ask supervisor c Change topic d Ignore 34 34. Effective questioning in pathology improves: a Patient safety b Billing c Risk of error d Waiting time 35 35. When prioritising urgent cases, you should: a Hide the reason b Explain professionally c Argue with patients d Ignore complaints 36 36. Maintaining confidentiality builds: a Trust b Delay c Gossip d Conflict 37 37. A respectful closing statement is: a That’s it. b Next. c Is there anything else I can assist you with? d Go. 38 38. Active listening requires: a Interrupting b Writing emails c Looking at phone d Eye contact and nodding 39 39. When giving instructions, you should: a Speak vaguely b Rush c Avoid questions d Use simple and clear steps 40 40. Exceeding patient expectations may include: a Avoiding explanation b Ignoring fear c Rushing the procedure d Personalised reassurance

1

1. What is the first step in establishing rapport?

a

Offer discount

b

Ask for payment

c

Smile and greet professionally

d

Provide policy

2

2. Active listening includes:

a

Paraphrasing

b

Interrupting

c

Ignoring emotions

d

Multitasking

3

3. When should you escalate an issue?

a

Always

b

After arguing

c

Never

d

When unsure of policy

4

4. Feedback must be:

a

Ignored

b

Recorded accurately

c

Shared publicly

d

Deleted

5

5. When confirming patient identity, you should ask:

a

Their test result

b

Full name and date of birth

c

Their Medicare balance

d

Their favourite colour

6

6. A closed question is best used when:

a

Avoiding documentation

b

Building long conversation

c

Verifying specific information

d

Exploring feelings

7

7. An open question encourages:

a

Arguments

b

Yes/No answers

c

Silence

d

Detailed responses

8

8. Clarifying questions are used to:

a

Challenge the patient

b

Confirm understanding

c

Delay procedures

d

Correct the doctor

9

9. Professional boundaries require you to:

a

Maintain role limits

b

Share personal opinions

c

Discuss other patients

d

Accept gifts

10

10. If a patient becomes aggressive, you should first:

a

Walk away immediately

b

Raise your voice

c

Stay calm and acknowledge feelings

d

Argue your point

11

11. Confidentiality means:

a

Posting on social media

b

Sharing results with family

c

Discussing cases publicly

d

Protecting patient information

12

12. Person-centred care focuses on:

a

Patient preferences and needs

b

Staff convenience

c

Policies only

d

Speed only

13

13. When explaining a procedure, you should:

a

Speak quickly

b

Use complex medical jargon

c

Use clear, simple language

d

Skip explanations

14

14. If a patient refuses ID verification, you should:

a

Follow organisational procedure

b

Ignore policy

c

Proceed anyway

d

Argue

15

15. Empathy is demonstrated by:

a

Ignoring emotions

b

Changing the topic

c

Saying “Calm down”

d

Acknowledging how the person feels

16

16. If you make a documentation error, you should:

a

Leave it

b

Blame someone else

c

Erase it secretly

d

Correct it according to policy

17

17. Escalation may be required when:

a

The test is routine

b

You are bored

c

A patient says thank you

d

There is risk to safety

18

18. De-escalation techniques include:

a

Walking off mid-conversation

b

Dismissing concerns

c

Calm tone and active listening

d

Threatening

19

19. When a patient complains about waiting time, you should:

a

Ignore them

b

Say “That’s not my problem”

c

Acknowledge and explain the delay

d

Argue

20

20. Non-verbal communication includes:

a

Email

b

Documentation

c

Tone of voice

d

Policies

21

21. Before venepuncture, you must obtain:

a

Verbal consent

b

Social media details

c

Payment

d

A witness signature

22

22. A leading question is problematic because it:

a

Encourages honesty

b

Improves safety

c

Suggests the answer

d

Builds rapport

23

23. When should you use clarifying questions?

a

When rushing

b

Never

c

When confused about information

d

When ending conversation

24

24. Professional tone should be:

a

Defensive

b

Loud

c

Sarcastic

d

Calm and respectful

25

25. If a family member asks for results without consent, you should:

a

Provide them

b

Ignore them

c

Refuse politely and explain privacy rules

d

Guess results

26

26. Documentation should be completed:

a

Immediately and accurately

b

Only if serious

c

Later if remembered

d

By someone else

27

27. When managing conflict, you should avoid:

a

Blaming language

b

Listening

c

Empathy

d

Clarifying

28

28. A supportive statement might be:

a

We’ll work through this together.

b

Hurry up.

c

You’re wrong.

d

That’s not my issue.

29

29. Good customer service includes:

a

Speaking abruptly

b

Eye contact

c

Ignoring queues

d

Avoiding explanation

30

30. Scope of practice refers to:

a

Clinic hours

b

Payment systems

c

Personal interests

d

Role responsibilities and limits

31

31. When should you apologise?

a

Never

b

When patient expresses dissatisfaction

c

When blamed

d

Only if serious harm occurs

32

32. Clear communication reduces:

a

Professionalism

b

Documentation

c

Trust

d

Errors

33

33. If you do not know the answer to a question, you should:

a

Guess

b

Check policy or ask supervisor

c

Change topic

d

Ignore

34

34. Effective questioning in pathology improves:

a

Patient safety

b

Billing

c

Risk of error

d

Waiting time

35

35. When prioritising urgent cases, you should:

a

Hide the reason

b

Explain professionally

c

Argue with patients

d

Ignore complaints

36

36. Maintaining confidentiality builds:

a

Trust

b

Delay

c

Gossip

d

Conflict

37

37. A respectful closing statement is:

a

That’s it.

b

Next.

c

Is there anything else I can assist you with?

d

Go.

38

38. Active listening requires:

a

Interrupting

b

Writing emails

c

Looking at phone

d

Eye contact and nodding

39

39. When giving instructions, you should:

a

Speak vaguely

b

Rush

c

Avoid questions

d

Use simple and clear steps

40

40. Exceeding patient expectations may include:

a

Avoiding explanation

b

Ignoring fear

c

Rushing the procedure

d

Personalised reassurance

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Customer Service

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Customer ServiceOnline version

by Joel Almonacid

1. What is the first step in establishing rapport?

2. Active listening includes:

3. When should you escalate an issue?

4. Feedback must be:

5. When confirming patient identity, you should ask:

6. A closed question is best used when:

7. An open question encourages:

8. Clarifying questions are used to:

9. Professional boundaries require you to:

10. If a patient becomes aggressive, you should first:

11. Confidentiality means:

12. Person-centred care focuses on:

13. When explaining a procedure, you should:

14. If a patient refuses ID verification, you should:

15. Empathy is demonstrated by:

16. If you make a documentation error, you should:

17. Escalation may be required when:

18. De-escalation techniques include:

19. When a patient complains about waiting time, you should:

20. Non-verbal communication includes:

21. Before venepuncture, you must obtain:

22. A leading question is problematic because it:

23. When should you use clarifying questions?

24. Professional tone should be:

25. If a family member asks for results without consent, you should:

26. Documentation should be completed:

27. When managing conflict, you should avoid:

28. A supportive statement might be:

29. Good customer service includes:

30. Scope of practice refers to:

31. When should you apologise?

32. Clear communication reduces:

33. If you do not know the answer to a question, you should:

34. Effective questioning in pathology improves:

35. When prioritising urgent cases, you should:

36. Maintaining confidentiality builds:

37. A respectful closing statement is:

38. Active listening requires:

39. When giving instructions, you should:

40. Exceeding patient expectations may include: