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6111LEC Module 2: Principles of Interpersonal, Intercultural and Inter-professional Communication with Satisfaction

Terms in this set (63)

The extent to which patients' and customers' needs and wants are met (Chui, 2012).
Satisfaction
As meeting the expectations of the patient's or consumer's anticipation of how a service encounter should occur (Bunniran, 2010).
Satisfaction
[True or False] a strong recovery can have a negative influence on satisfaction
False [positive influence]
[True or False] satisfaction still remains negative after recovery if a more severe service failure occurs
True
determining satisfaction with characteristics of a particular service such as the physical environment of the pharmacy
performance evaluation
Physical environment of the pharmacy refers to
convenient location
availability of parking
safety
cleanliness
aircon
self-service area
spacious area
refers to emotional reaction that a patient or customer experiences as a result of the service (e.g., "I am delighted with this service")
Affect-based assessment
[True or False] expectations are dynamic, they will not differ from every patient and customer, and change constantly
False [they can differ from every patient]
refers to a patient's perceptions of fairness
Equity-based assessment
In the provision of service based on inputs and outputs and other individuals service experiences (Schommer et al., 2002; von Waldner and Abel, 2011).
Equity-based asssessment
patients and customers evaluate the gap between their expectations and perceptions of a service (perceptions-expectations gap conceptualization)
Disconfirmation of expectation
[True or False] if a patient or customer perceives that a service outperforms their expectations, they will not be satisfied (or delighted)
False [they will be satisfied]
[Principles: (Ontario Bill 179)] professional relationships, based on _____ and _______, exist between patients and health professionals.
trust
respect
[True or False] drugstores are the primary access to healthcare
True
[Principles: (Ontario Bill 179)] patients are ________ in their care.
partners
[Principles: (Ontario Bill 179)] Health professionals are accountable for practicing within their scope of practice and in accordance with their knowledge, skill, and ________.
judgment
[Principles: (Ontario Bill 179)] health professionals obtain _______ prior to providing care.
consent
[Principles: (Ontario Bill 179)] health professionals maintain patient _______________ and privacy.
confidentiality
[True or False] counters are preffered in discussing medication with patients
False [not preferred because people may judge, private rooms are preferred]
[Principles: (Ontario Bill 179)] health professionals are responsible for their own continuing professional development and for _____-____________ development.
inter-professional
[True or False] 10 CPD units are needed before renewing license every 5 years, you have to attend symposiums and seminars together with other medical professionals to gain knowledge and learn more about our profession
False [15 CPD unitss, 3 years]
[Principles: (Ontario Bill 179)] Health professionals understand and respect each other's ____ and expertise.
role
[Principles: (Ontario Bill 179)] Health professionals communicate with other health providers where appropriate, communication being _______ to good patient care.
central
Patients and customers also evaluate the gap between their expectations and perceptions of service quality (Parasuraman et al., 1985).
Perceptions-expectations gap conceptualization
An extension of this theory is the zone of tolerance (Zeithaml et al., 1993).
Perceptions-expectations gap conceptualization
[True or False] zone of tolerance or accurate prescription filling is likely narrow and there is no chance that we commit mistakes especially if we are not focusing in our jobs.
False [there is a chance]
[True or False] we are experts in medication, so there is little
room for us to commit mistakes
True
[True or False] the zone of tolerance includes any level of service between desired and adequate
True
Occurs when patients and customers provide each other
with information about products or services in a noncommercial way (Arndt,1967).
Word of Mouth
Can be positive or negative
Word of Mouth
[True or False] web-based social networking through media such as Facebook and Twitter can result in an exponential dissemination of word-of- mouth.
True
[True or Flase] social media is the easiest way to promote and slowest way to destroy our business
False [fastest way]
occurs when patients and customers provide each other with Information about products or services in a noncommercial way (Arndt,1967).
Word of Mouth
[True or False] in cases of a severe service failure, strong recovery efforts is enough to stop negative word-of-mouth (Weun et al., 2004).
False [might not be enough]
In the pharmacy setting, it appears that trust in the pharmacy and pharmacist remains relatively high,
Trust in Organization
You are willing to go above and beyond for your organization.
Trust in Organization
You are helping your customer feel secured, specifically in selling your services and products. It reduces turnover.
Trust in Organization
Key to excellent customer service and
satisfaction
Communication
[Communication] understand the ______ and ___-______ messages
verbal
non-verbal
[Communication] use ________ body language and voice tone
positive
[Communication] use ________ that your customer will understand
language
[Communication] ________ listen to your customers.
actively
[Communication] communicate effectively over the _________
telephone
A single service failure is one of the primary reasons, customers switch service providers
Customer Retention
Service recovery efforts can be effective in retaining 75% of customers who experience service failures (Hoffman et al., 1995)
Customer Retention
[Customer Satisfaction System] "Put, me at ease and make me feel comfortable"
Greet Customers
How to get good at greeting people?
Get eye contact.
Thank them for coming in, contacting you or seeing you.
Tune the world out and them in.
[True or False] People average making twelve decisions about you in the first seven seconds of contact!
False [eleven decisions]
[Customer Satisfaction System] "Let me Know that You think I'm important!"
Value Customers
How to Get Good At Valuing People?
Think, " You're the customer - You pay my salary!"
Think, "There's something about you that I like!"
Think, "You make my job possible!"
[True or False] When you value people, your sincerity makes them feel good about you and trust you.
True
[Customer Satisfaction System] "Find Out What I Want!"
Ask How to Help customers
How to get good at asking how to help people?
Ask, "How may I help you?"
Find out why they came in or contacted you.
Ask open-ended questions to further understand their needs.
[True or False] a genuine desire to understand people's needs or wants does not impact customers and places you ahead of most other people in your field.
False [impacts customers]
[Customer Satisfaction System] "Please Listen to me and Understand me!"
Listen to Customers
How to get good at listening to customers?
Listen to people's words.
Listen to their tone of voice.
Listen to their body language.
According to Dr. Albert Mahrabian, a UCLA professor, communication effectiveness consists of:
7% verbal
38% tone of voice
55% nonverbal-body language
paying close attention to their needs
be an excellent listener to provide the best service
[Customer Satisfaction System]
"Help me get what I want"
Help Customers
How to get good at helping customers?
Satisfy their wants or needs.
Solve their problems.
Give them extra value.
[True or False] To remain competitive today, businesses and professions must change from a product or service focus to a customer-needs focus.
True
[Customer Satisfaction System] "Let me know that I'm welcome back anytime"
Invite Customers Back
How to get good at inviting customers back?
Thank them for coming in or contacting you.
Ask them to return soon.
Leave them waiting to return.
[True or False] the last impression people have of you will stay with them until you have a chance to change it-if you even have another chance!
True
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