1. Review of Course Themes Understanding the Customer

2. Week 9—The importance of customer feedback and recovering the lost customer THE IMPORTANCE OF CUSTOMER FEEDBACK AND RECOVERING THE LOST CUSTOMER 1. Positive feedback is great but why is negative feedback even more important for a healthcare organization? 2. Why is it dangerous NOT to get feedback? (think about what a customer will do when they are not satisfied with the service they have received). 3. What are the benefits of quickly addressing customer complaints? 4. What are four methods of soliciting customer feedback, choose one and explain why you would use this method as opposed to the others?

3. Week 9 (continued)—The importance of customer feedback and recovering the lost customer THE IMPORTANCE OF CUSTOMER FEEDBACK AND RECOVERING THE LOST CUSTOMER 1. Why is it important for an organization to TRY to recover a potentially lost customer? 2. Name three strategies a medical facility may use to try and recover a potentially lost customer? 3. What is symbolic atonement? 4. What is a receiver centered message? Why is it important to try and use these type of messages with customers?

4. Week 9 (continued)—The importance of customer feedback and recovering the lost customer THE IMPORTANCE OF CUSTOMER FEEDBACK AND RECOVERING THE LOST CUSTOMER 1. What is the difference between abrasive and aggressive behavior? Which type of behaviour is more productive in a working environment? 2. Why is it important to use the Hostility Curve when trying to resolve a hostile situation?

5. Week 10—Personalization and emerging trends in healthcare / client personalization PERSONALIZATION AND EMERGING TRENDS IN HEALTHCARE IN THE AREA OF CUSTOMER SERVICE 1. What are the three MAJOR areas of change within customer service? Which one do you believe will have the greatest impact? 2. What is customer personalization? Why is personalization important? 3. There has been a shift in marketing approaches for organizations…explain what this shift looks like?

6. Week 10 (continued)—Emerging Trends in healthcare Emerging Trends in Healthcare 1. Name the six emerging trends in healthcare customer service?

7. Week 11—The impact of stress on employees and customer care / How to combat stress at work? THE IMPACT OF STRESS ON EMPLOYEES AND CUSTOMER CARE. HOW TO COMBAT STRESS IN A WORKING ENVIRONMENT? 1. What are three reasons outlined in class why you should work on NOT becoming stressed? 2. How can stress be a good thing? 3. Name three time and task management skills that can help one to minimize stress? Explain one of these skills.

8. Week 11—The impact of stress on employees and customer care / How to combat stress at work? THE IMPACT OF STRESS ON EMPLOYEES AND CUSTOMER CARE. HOW TO COMBAT STRESS IN A WORKING ENVIRONMENT? 1. Why is it important to set values and goals when working? 2. Name 2 time wasters. 3. Why is it important to delegate tasks in a working environment?