mitc
23
qumc

Which of the following interactions is with an internal customer?
A lab technician calls to report an abnormal result.
Correct. A lab technician works within the health care industry.
A patient calls to reschedule an appointment.
Incorrect. A patient is an external customer.
A daughter of a patient calls to inquire about her mother's status.
Incorrect. A patient's daughter is an external customer.

Which of the following services are best equipped to handle illnesses and injuries requiring immediate attention?
emergency and urgent care services
Correct. Emergency and urgent care services are the best choice for illnesses and injuries requiring immediate attention.
inpatient services
Incorrect. Emergency and urgent care services are the best choice for illnesses and injuries requiring immediate attention.
screening clinics
Incorrect. Emergency and urgent care services are the best choice for illnesses and injuries requiring immediate attention.

Which of the following approaches is best when communicating a criticism to a coworker?
Talk to him or her in person.
Correct. One-on-one communication is most effective.
Present it to him or her in writing.
Incorrect. One-on-one communication is more effective.
Inform the supervisor so he or she can communicate the criticism.
Incorrect. Personally speaking with the coworker is more effective.

Which of the following is the best approach to take when dealing with a complaint?
Apologize if you are at fault.
Correct. Apologize if you are at fault.
Never apologize, as this admits blame.
Incorrect. Apologize if you are at fault.
Refer the complainer to someone else.
Incorrect. Apologize if you are at fault.

