customer service interview

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Cascade Valley Hospital Arlington, Washington:

Cascade Valley Hospital Arlington, Washington Customer Service interview by Brooke Bennett

History of Cascade valley hospital :

History of Cascade valley hospital The hospital was first built in 1909 by Dr. J.E. Harris and was first know as Arlington General Hospital. A new hospital was built in 1958 and Renamed Cascade Valley Hospital.

Lori Moore, RN Inpatient Nurse Manager:

Lori Moore, RN Inpatient Nurse Manager For my customer service interview, I interviewed Lori Moore who is an Registered Nurse and is the inpatient nurse manager. She had worked for Cascade Valley Hospital for several years now. Lori manages several units within the hospital such as, acute care, critical care unit, family birthing center, discharge planning, and many other hospital related tasks. I asked Lori several questions regarding her experience in customer service.

Question #1:

Question #1 Who makes up your primary customer base (internal, external, or combination)? “ Our external customer base would primarily be people of Snohomish County. We also serve employees and physicians . “

Question #2:

Question #2 What product(s) or service(s) do you provide customers ? “ Services that this hospital offer are: Staffing, med surgical, Critical care Unit, Family birthing center, Discharge planning , conflict resolution with family and patients, ongoing education for nursing staff, outpatient medication administration . “

Question # 3:

Question # 3 How many customers do you (does your organization) serve daily? “ Personally, about 5 on an average basis because I receive lots of call from vendors, and people who we have contracts with.” “The range of customers served by the different units really fluctuates; I would say an average of 35.”

Question #4:

Question #4 In your view, how important are basic communication skills in customer service? “ Extremely important, you need to be able to read someone quickly and know how to respond to them, or the situation escalates quickly.”

Question# 5:

Question# 5 Is most of your service over the phone, via computer, or in person? “ 95 % of our services are in person, 5% are phone conversations .”

Question # 6:

Question # 6 What is the biggest customer service challenge you face in customer service? “Coming onto the scene when someone is extremely agitated or angry or under the influence of drugs, alcohol , or has a history of psychiatric illness, you have to approach them quite differently .”

Question # 7:

Question # 7 What one piece of advice would you give someone starting out in this business today? “They need to have very good people skills and get out there , get their name out there. Be somebody people want to support, and provide volunteer work for bigger organizations to get their name out there .”

Question # 8:

Question # 8 How do you handle a difficult customer, and advice or a strategy? “ I think a lot of it comes with psychiatric training, it is a really good start because you learn to deal with different kinds of people in different types of mental states. You learn to read their body language so you can tell if when something your saying is agitating them you can notice clenched teeth or first. And if they relax you know that is the way to go.”

Question # 9:

Question # 9 Do you agree with the statement, “The Customer is always right?” “ No, but we want the customer to always feel that they are right. M aybe by providing education if they think we are violating there rights, we can show them the hospital policy . Help to education but not to say your wrong but this is what your patient rights are .”

Question # 10:

Question # 10 What values are most important to this organization? “ Providing excellent patient care, courteous service, service without judgment or discrimination.”

Summary :

Summary When the interview commenced, I was left with a wealth of knowledge about customer service in a hospital setting. It was great to get advice from Lori about how to get training ( like psychiatric training) on handling difficult customers. I believe that psychiatric training has extremely improved my communication skills with patients and customers because I can read peoples body language very well and can act quickly and appropriately to better serve the customer.

Thank you!:

Thank you! I would like to thank Lori Moore for taking time out of her day to let me interview her. Also thank you classmates for looking at my presentation!

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