Because Part of Health Care Delivery Is Customer Service, Health

question 20

Multiple Choice

Because part of health care delivery is customer service, health care employees are encouraged to develop a positive customer focus by doing all of the following EXCEPT:

• A) Identify customers by name.
• B) Greet each customer with a smile
• C) Provide assistance if there is a need.
• D) Do not return patient phone calls if the employee does not have the answer to their question.

---

Definitions:

Retrieval Cues

Stimuli that assist in the recall of information stored in long-term memory by providing a reminder or prompt.

Long-term Potentiation

Long-term potentiation is a long-lasting enhancement in signal transmission between neurons, believed to be a biological mechanism underlying learning and memory.

Implicit Memories

Memories that influence thoughts and behaviors without conscious awareness, such as skills and conditioned responses.

Mood-congruent Memory

The inclination to remember events that match one's present emotional state.