Question: A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her house. This customer was most likely:

Answer: Satisfied with the customer service at your facility

Question: Which of the following is not covered on the HCAHPS survey?

Answer: clinical outcome

Question: Which of the following is most likely to delight a customer?

Answer: Meeting the customer’s needs and exceeding expectations

Question: When listening actively, paraphrase to show the customer that you:

Answer: Understand what he or she has said

Question: Which of the following statements is true?

Answer: Keeping loyal customers is less expensive than finding new customers.