HealthStream Regulatory Script

Transcription

1 HealthStream Regulatory Script [Customer Service] Version: [May 2005] Lesson 1: Introduction Lesson 2: Definitions and Benefits Lesson 3: Delighting Customers Lesson 4: Handling Complaints

2 Lesson 1: Introduction 1001 Introduction Welcome to the introductory lesson on customer service. IMAGE: 1001.GIF Patients today have high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. As your partner, HealthStream strives to provide its customers with excellence in regulatory learning solutions. As new guidelines are continually issued by regulatory agencies, we work to update courses, as needed, in a timely manner. Since responsibility for complying with new guidelines remains with your organization, HealthStream encourages you to routinely check all relevant regulatory agencies directly for the latest updates for clinical/organizational guidelines. Point 1 of 4 2

3 1002 Course Rationale This course will help you improve your customer service skills. NO IMAGE You will learn: The benefits of giving excellent customer service Methods for delighting your customers Methods for handling customer complaints Point 2 of 4

4 1003 Course Goals After completing this course, you should be able to: Define customer service. Distinguish among poor, good, and excellent customer service. Recognize methods for delighting customers. Identify methods for handling customer complaints. NO IMAGE Point 3 of 4

5 1004 Course Outline This introductory lesson provides you with the course rationale, goals, and outline. FLASH ANIMATION: 1004.SWF/FLA Lesson 2 presents definitions and benefits of customer service. Lesson 3 describes ways of treating customers to meet their needs and exceed their expectations. Finally, lesson 4 presents methods for handling customer complaints. Point 4 of 4

6 Lesson 2: Definitions and Benefits 2001 Introduction Welcome to the lesson on definitions and benefits related to customer service. FLASH ANIMATION: 2001.SWF/FLA Point 1 of 13

7 2002 Objectives After completing this lesson, you should be able to: Define customer service. Identify customers. List the features of poor, good, and excellent customer service. List the benefits of having loyal customers. NO IMAGE Point 2 of 13

8 2003 Customer Service: What and Who Customer service means the ability to meet the needs of customers. IMAGE: 2003.GIF In healthcare, the most obvious customers are patients. But healthcare professionals have other customers, as well. For example, a clinician orders a blood test. The lab tech who runs the test has two customers: The patient The clinician Point 3 of 13

9 2004 Customer Service: Why Why is it so important to give excellent customer service? IMAGE: 2004.GIF To answer this question, let s look at three levels of service: Poor Good Excellent Point 4 of 13

10 2005 Poor Customer Service When customer service is poor: The service does not meet the needs of the customer. The service does not meet the expectations of the customer. The customer will be dissatisfied. IMAGE: 2005.GIF Dissatisfied customers: Usually do not complain. Usually do find a new service provider. Tell other people about their bad experience. Point 5 of 13

11 2006 Good Customer Service When customer service is good: The service meets the needs of the customer. The service meets the expectations of the customer. The customer will be satisfied. IMAGE: 2006.GIF Satisfied customers: Usually stay with the service provider for a while. Usually switch to a new provider if a better deal comes along. A better deal could be more convenient, less expensive, etc. Usually do not tell anyone about the satisfactory experience. Point 6 of 13

12 2007 Excellent Customer Service When customer service is excellent: The service meets the needs of the customer. The service exceeds [glossary] the expectations of the customer. The customer will be delighted. IMAGE: 2007.GIF Delighted customers: Usually remain loyal, even if a better deal comes along. Tell other people about their excellent experience. At the end of this lesson, we will take a closer look at delighted customers. But first, let s briefly review the three levels of customer service, on the next screen. Point 7 of 13

13 2008 Levels of Customer Service: Summary IMAGE: 2008.GIF Point 8 of 13

14 2009 More About Loyalty: Quality of Patient Care Remember: Delighted customers are loyal customers. IMAGE: 2009.GIF Loyalty is an emotional tie of trust. When your customers are patients, trust is critical. Trust improves the quality of patient care and treatment outcomes. For example: Trusting patients give their providers more complete information. This can lead to more accurate diagnoses and better treatment plans. Trusting patients are more likely to follow the treatment plan. Point 9 of 13

15 2010 More About Loyalty: The Bottom Line Loyal customers also help your facility s bottom line. IMAGE: 2010.GIF Think about it. When you lose dissatisfied customers, you must find new ones. Finding new customers is expensive. Keeping loyal customers costs much less than finding new ones. Point 10 of 13

16 2011 Review Which of the following is most likely outcome of poor customer service? a. A complaint from the customer b. Losing the customer c. Meeting the needs of the customer d. Meeting the expectations of the customer MULTIPLE CHOICE INTERACTION Correct: B A: Incorrect. Dissatisfied customers usually do not complain. Instead, they simply find a new provider. The correct answer is B. The most likely outcome of poor customer service is losing the customer. B: Correct. Losing the customer is the most likely outcome of poor customer service. C: Incorrect. Poor customer service does not meet the needs or expectations of the customer. The correct answer is B. The most likely outcome of poor customer service is losing the customer. D: Incorrect. Poor customer service does not meet the needs or expectations of the customer. The correct answer is B. The most likely outcome of poor customer service is losing the customer. Point 11 of 13

17 2012 Review Which of the following customers is least likely to tell other people about his or her experience? a. A satisfied customer b. A delighted customer c. A dissatisfied customer MULTIPLE CHOICE INTERACTION Correct: A A: Correct. Delighted and dissatisfied customers spread the word. Satisfied customers do not. B: Incorrect. Delighted and dissatisfied customers spread the word. Satisfied customers do not. A: Incorrect. The correct answer is A. Delighted and dissatisfied customers spread the word. Satisfied customers do not. Point 12 of 13

18 2013 Summary You have completed the lesson on definitions and benefits. NO IMAGE Remember: Customer service means meeting the customer s needs. In healthcare, the most obvious customer is the patient. At times, healthcare professionals may have other customers, as well. Poor customer service does not meet the customer s needs or expectations. Dissatisfied customers find a new service provider. They also spread the word about their bad experience. Good customer service meets the customer s needs and expectations. Satisfied customers may switch to a new provider for a better deal. These customers usually do not spread the word. Excellent customer service meets the customer s needs and exceeds the customer s expectations. Delighted customers are loyal. They spread the word about their excellent experience. Loyalty is an emotional tie of trust. Trust improves communication and compliance. Keeping loyal customers is less expensive than finding new ones. Point 13 of 13

19 Lesson 3: Delighting Customers 3001 Introduction Welcome to the lesson on delighting customers. FLASH ANIMATION: 3001.SWF/FLA Point 1 of 15

20 3002 Objectives After completing this lesson, you should be able to: Identify methods for providing excellent customer service. List ways of showing competence and character. Recognize the elements of active listening. Identify phrases to use and avoid when serving customers. List methods for having and showing a positive attitude. NO IMAGE Point 2 of 15

21 3003 Strategies for Excellent Customer Service To delight customers with excellent customer service, use: Trust Communication Responsibility Emotional state Added extras IMAGE: 3003.GIF Let s take a closer look on the following screens. Point 3 of 15

22 3004 Trust Remember: Delighted customers are loyal customers. Loyalty is an emotional tie of trust. IMAGE: 3004.GIF How do you earn a customer s trust? Two key features of trustworthy service providers are: Competence Character Point 4 of 15

23 3005 Trust: Competence Competence means providing services in a reliable, professional way. IMAGE: 3005.JPG Show competence by: Speaking and acting professionally at all times Knowing and understanding your facility s services Knowing and understanding the technology that your facility uses to provide services Speaking clearly when explaining services and technology to customers Checking and double-checking to be sure that the correct patient always gets the correct services Point 5 of 15

24 3006 Trust: Character Character means honesty, integrity, and other qualities that customers respect. IMAGE: 3006.JPG Show character by: Giving truthful, accurate, consistent answers when patients have questions. Protecting patient rights. Protecting patient confidentiality. Point 6 of 15

25 3007 Communication Good communication is a critical part of all relationships. This includes your relationship with customers. IMAGE: 3007.GIF To delight customers, use good communication skills. These include: Active listening Use of service phrases On the following screens, let s take a closer look at each. Point 7 of 15

26 3008 Communication: Active Listening Active listening shows the customer that you are paying attention. It also shows that you are interested and concerned. When actively listening: Affirm. Paraphrase. Empathize. Click on each item in the bulleted list to learn more. CLICK TO REVEAL Affirm Affirming shows the customer that you are paying attention. Affirm by using body language. For example, always make eye contact. Nodding also shows that you are paying attention. Finally, use simple phrases such as: Yes. I see. Paraphrase Paraphrasing shows the customer that you understand. To paraphrase, briefly summarize what the customer has told you. Then add a phrase such as: Is that correct? Have I understood you correctly? Empathize Empathizing shows the customer that you care. Examples of empathizing statements include: I understand how difficult this must be for you. I would be angry, too. Point 8 of 15

27 3009 Communication: Use of Service Phrases To provide excellent customer service, use phrases such as: How can I help you? I will I can I understand IMAGE: 3009.GIF These phrases all show that you are focused on the customer and ready to meet his or her needs. Point 9 of 15

28 3010 Responsibility To provide excellent customer service, take responsibility for customer questions, concerns, and complaints. IMAGE: 3010.GIF Do not: Ignore problems. Blame others. Make excuses. Whenever possible, respond to customers directly and personally. Sometimes, you will not be able to respond directly and personally. You may not have the authority or the right information. You may have to bring in your supervisor or another staff member. In these cases, always follow up. Make sure the customer s needs were met. Point 10 of 15

29 3011 Emotional State Customers usually mirror your emotional state. IMAGE: 3011.GIF If you keep a positive attitude, the customer will keep a positive attitude. Use positive body language to feel positive and look positive. For example: Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. Point 11 of 15

30 3012 Added Extras Added extras are quick and easy ways of delighting customers. IMAGE: 3012.GIF Meet the customer s needs. Then give the customer an extra: Smile Moment of your time Thoughtful comment Point 12 of 15

31 3013 Review FLASH INTERACTION: 3013.SWF/FLA Fill in the following table by dragging and dropping terms from the word bank. Point 13 of 15

32 3014 Review Which of the following can help you look and feel positive? a. Smiling b. Slumping c. Staring down at your feet d. All of these e. None of these MULTIPLE CHOICE INTERACTION Correct: A A: Correct. To look and feel positive, use positive body language. Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. B: Incorrect. The correct answer is A. To look and feel positive, use positive body language. Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. C: Incorrect. The correct answer is A. To look and feel positive, use positive body language. Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. D: Incorrect. The correct answer is A. To look and feel positive, use positive body language. Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. E: Incorrect. The correct answer is A. To look and feel positive, use positive body language. Smile. Breathe deeply. Pull your shoulders back. Look straight ahead. Point 14 of 15

33 3015 Summary You have completed the lesson on delighting customers. NO IMAGE Remember: Delighted customers are loyal customers. They feel an emotional tie of trust. Competence and character can earn this trust. Good communication is important in all relationships. This includes your relationship with customers. Active listening is an important communication skill. Listen actively by affirming, paraphrasing, and empathizing. Use service phrases to show that you are focused on the customer and ready to meet his or her needs. Whenever possible, take personal responsibility for customers. Do not ignore problems, blame others, or make excuses. Use positive body language to look and feel positive. This will help your customers feel positive. Added extras are quick and easy ways of delighting customers. Give an extra smile or an extra minute of your time. Point 15 of 15

34 Lesson 4: Handling Complaints 4001 Introduction Welcome to the lesson on handling customer complaints. FLASH ANIMATION: 4001.SWF/FLA Point 1 of 18

35 4002 Objectives After completing this lesson, you should be able to: List the consequences of handling customer complaints well and poorly. List methods for handling complaints. Recognize how these methods make the customer right. NO IMAGE Point 2 of 18

36 4003 The Two Faces of Complaints Customer complaints can be good or bad for your facility. IMAGE: 4003.GIF It all depends on how the complaints are handled. On the following screens, let s take a closer look at: Handling complaints poorly Handling complaints well Point 3 of 18

37 4004 Poorly Handled Complaints If a complaint is handled poorly, the customer is likely to be dissatisfied. IMAGE: 4004.GIF Remember: Dissatisfied customers usually: Find a new service provider. Tell others about their bad experience. Therefore, handling a complaint poorly can end in a costly loss of customers. Handling a complaint poorly also can cost your facility time and money. The dissatisfied customer may keep complaining, hoping for a better response. This uses up staff time and resources. Point 4 of 18

38 4005 Well-Handled Complaints If a complaint is handled well, the customer is likely to be delighted. IMAGE: 4005.GIF Remember: To delight a customer: Meet the customer s needs. Exceed the customer s expectations. Therefore, to delight a customer with a complaint: Meet the customer s needs by fixing the problem. Exceed the customer s expectations by fixing the problem in a positive, hassle-free way that makes the customer right. Point 5 of 18

39 4006 Techniques for Handling Complaints To handle a complaint well: Apologize. Listen. Educate. Resolve. Learn. IMAGE: 4006.GIF On the following screens, let s take a closer look at each method. Focus on how each method can be used to make sure the customer is always right. Point 6 of 18

40 4007 Apologize When a customer has a complaint: Stay calm. Apologize right away. IMAGE: 4007.GIF Most customers with complaints are ready for an angry confrontation. They expect a fight. You need to help the customer feel less angry and more positive. How? Stay calm and apologize. Point 7 of 18

41 4008 Apologize: Making the Customer Right You have probably heard the expression, The customer is always right. IMAGE: 4008.GIF Unfortunately, customers often help create the problems they later complain about. This means that service providers sometimes have to make customers right, even when they are really wrong. A sincere apology can help make a customer right. Point 8 of 18

42 4009 Listen Remember: Active listening is an important part of excellent customer service. IMAGE: 4009.GIF Active listening is especially important when a customer has a complaint. Remember: To listen actively: Affirm. Paraphrase. Empathize. Point 9 of 18

43 4010 Listen: Making the Customer Right Active listening can help make the customer right. IMAGE: 4010.GIF When you show that you understand and care, you make the customer right, even if he or she is really wrong. Point 10 of 18

44 4011 Educate Remember: Customers often help create the problems they later complain about. IMAGE: 4011.GIF Therefore, always take the opportunity to educate a complaining customer. Educated customers: Make better use of your services. Have fewer problems and complaints. Therefore, an educated customer is: More satisfied Easier for you to deal with Point 11 of 18

45 4012 Educate: Making the Patient Right Educating a customer can suggest that he or she was wrong. IMAGE: 4012.GIF Use tact and care to educate and still make the customer right. For example: Thank the customer for pointing out a flaw in your system. Explain that this flaw caused the customer to make an error. Explain how the customer can avoid this error in the future. With this method: You educate the customer about how to get excellent service. The flaw in your system makes the customer right about his or her error. Point 12 of 18

46 4013 Resolve To fully satisfy a customer with a complaint, you must fix the problem. IMAGE: 4013.GIF Whenever possible, take full responsibility for fixing the problem. Be honest and straightforward. Do not make promises that you will not be able to keep. Sometimes, you will not be able to fix the problem right away. You may need to refer the problem to your supervisor. In this case, let the customer know that you will follow up with your supervisor to be certain the problem was corrected. Always follow up! Point 13 of 18

47 4014 Resolve: Making the Customer Right Fixing a problem is the best way of making a customer right! IMAGE: 4014.GIF Point 14 of 18

48 4015 Learn Customer complaints can be a great learning experience. IMAGE: 4015.GIF Complaints can help you find better ways of: Meeting your customers needs Exceeding your customers expectations Think about the example we have been following. In this case, you might decide that you need: A more obvious sign, reminding patients to sign in when they arrive A bell on the door, so that you know when patients arrive and can remind them to sign in Point 15 of 18

49 4016 Review Poor handling of complaints can cost your facility: a. Time b. Money c. Customers d. All of these e. None of these MULTIPLE CHOICE INTERACTION Correct: D A: Not quite. The correct answer is D. When complaints are handled poorly, your facility stands to lose time, money, and customers. B: Not quite. The correct answer is D. When complaints are handled poorly, your facility stands to lose time, money, and customers. C: Not quite. The correct answer is D. When complaints are handled poorly, your facility stands to lose time, money, and customers. D: Correct. When complaints are handled poorly, your facility stands to lose time, money, and customers. E: Incorrect. The correct answer is D. When complaints are handled poorly, your facility stands to lose time, money, and customers. Point 16 of 18

50 4017 Review When a customer has a complaint, the best you can hope for is to satisfy the customer by fixing the problem. a. True b. False TRUE / FALSE INTERACTION Correct: B A: Incorrect. This statement is false. Complaints give you the opportunity to delight customers. A: Correct. This statement is false. Complaints give you the opportunity to delight customers. Point 17 of 18

51 4018 Summary You have completed the lesson on handling complaints. NO IMAGE Remember: When a complaint is handled poorly, the customer is likely to be dissatisfied. This can lead to costs for your facility. When a complaint is handled well, the customer is likely to be delighted. When a customer has a complaint, stay calm and apologize right away. Use active listening for handling complaints. Always take the opportunity to educate customers with complaints. The customer will make better use of your services in the future. Whenever possible, take full responsibility for complaints that customers bring to you. Be honest and straightforward. Do not make promises you cannot keep. In some cases, you may have to refer complaints to other staff members. Always follow up to make sure the problem got fixed. Use apology, active listening, customer education, and complaint resolution to make the customer right. Learn from complaints to improve your customer service. Point 18 of 18

52 Course Glossary # Term Definition exceed to go beyond

53 [Customer Service] Pre-Assessment 1. Patients are the only customers in the healthcare setting. a. True b. False Correct: False Rationale: Patients are the most obvious customers in the healthcare setting. Healthcare professionals have other customers, as well. For example, when a clinician orders a blood test, the lab tech who performs the test has two customers: the patient and the clinician. 2. Which of the following is most likely to satisfy a customer? a. Meeting the customer s needs b. Meeting the customer s expectations c. Meeting the customer s needs and expectations d. Meeting the customer s needs and exceeding expectations Correct: Meeting the customer s needs and expectations Rationale: Meeting needs and expectations is good customer service. This leads to a satisfied customer. Meeting needs and exceeding expectations is excellent customer service. This leads to a delighted customer. 3. Which of the following customers usually remain(s) loyal? a. A satisfied customer b. A delighted customer c. A dissatisfied customer d. Both satisfied and delighted customers e. All of these Correct: A delighted customer Rationale: Only delighted customers tend to stay loyal. 4. When customers are patients, customer loyalty can lead to: a. More accurate diagnoses b. More suitable treatment plans c. Better patient compliance with recommended treatment d. All of these

54 e. None of these Correct: All of these Rationale: Customer loyalty is an emotional tie of trust. Trusting patients are more likely to give healthcare providers complete information. This can contribute to more accurate diagnoses and better treatment plans. Trusting patients also are more likely to follow the treatment plan. 5. Service providers with competence and character earn the of their customers. a. Trust b. Scorn c. Suspicion d. Dissatisfaction Correct: Trust Rationale: Trustworthy service providers have two key features: competence and character. 6. When listening actively, paraphrase to show the customer that you: a. Are flexible b. Are in a hurry c. Understand what he or she has said d. Make exceptions only in extreme circumstances Correct: Understand what he or she has said Rationale: Paraphrasing means briefly summarizing what the customer has told you. Use paraphrasing to shows the customer that you understand. 7. A customer comes to you with a complaint. Which of the following responses shows excellent customer service? a. Apologizing for the problem b. Making excuses for the problem c. Denying that there is a problem d. Blaming someone else for the problem Correct: Apologizing for the problem Rationale: The best response to a customer complaint is to apologize right away. Do not deny, blame, or make excuses. 9. A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. You wish to educate the patient. Which of the following statements would show excellent customer service? a. It s really not our fault that we don t have the results back yet. This test takes five to seven days. You can t expect rush service! b. You should have received a pamphlet about your blood test. Didn t you read it? It explains that you won t get your results for five to seven days.

55 c. This particular test result takes five to seven days. Thank you for checking in and giving us the opportunity to explain that. It would have been dreadful for you to spend three or four more days worrying about why no one had called! Correct: This particular test result takes five to seven days. Thank you for checking in and giving us the opportunity to explain that. It would have been dreadful for you to spend three or four more days worrying about why no one had called! Rationale: Customer education requires tact and care. You must correct the customer s misunderstanding, confusion, or error, while still making him right. 9. Educating customers about your facility and services is an important aspect of customer service. a. True b. False Correct: True Rationale: Educated customers make better use of your services. They also have fewer complaints and problems. This means that educated customers tend to be more satisfied and easier to deal with. 10. Customer complaints can be a great learning experience. a. True b. False Correct: True Rationale: Complaints can help you find better and better ways of meeting your customers needs and exceeding their expectations.

56 Final Exam Question Title: Question 1 Question: Which of the following is most likely to delight a customer? Answer 1: Meeting the customer s needs Answer 2: Meeting the customer s expectations Answer 3: Meeting the customer s needs and expectations Answer 4: Meeting the customer s needs and exceeding expectations Correct Answer: Meeting the customer s needs and exceeding expectations Answer Rationale: Meeting needs and exceeding expectations is excellent customer service. This leads to a delighted customer. Question Title: Question 2 Question: Satisfied customers are usually loyal customers. Answer 1: True Answer 2: False Correct Answer: False Answer Rationale: Satisfied customers may continue to do business with you. However, they will usually switch to a new provider if a better deal comes along. Question Title: Question 3 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 1: Satisfied with the customer service at your facility Answer 2: Delighted with the customer service at your facility Answer 3: Dissatisfied with the customer service at your facility Correct Answer: Satisfied with the customer service at your facility Answer Rationale: Satisfied customers may continue to do business with you for a while. However, they will usually switch to a new provider if a better deal comes along. Only delighted customers tend to stay loyal. Question Title: Question 4 Question: Customer loyalty is an emotional tie of trust.

57 Answer 1: True Answer 2: False Correct Answer: True Answer Rationale: This statement is true. Question Title: Question 5 Question: Which of the following statements is true? Answer 1: Keeping loyal customers is less expensive than finding new customers. Answer 2: Keeping loyal customers is more expensive than finding new customers. Answer 3: Keeping loyal customers and finding new customers are equally expensive. Correct Answer: Keeping loyal customers is less expensive than finding new customers. Answer Rationale: Keeping a loyal customer costs much less than finding a new one. Question Title: Question 6 Question: When listening actively, affirm to show the customer that you: Answer 1: Are paying attention Answer 2: Are busy with other matters Answer 3: Have other customers to deal with Answer 4: Are not responsible for his or her problems Correct Answer: Are paying attention Answer Rationale: Affirming is an active listening tool that shows the customer that you are paying attention. Question Title: Question 7 Question: When listening actively, empathize to show the customer that you: Answer 1: Prefer to talk about yourself Answer 2: Care about his or her concerns Answer 3: Consider his or her problems unimportant Answer 4: Have your own problems to deal with Correct Answer: Care about his or her concerns Answer Rationale: Empathizing is an active listening tool that shows the customer that you care about his or her concerns. Question Title: Question 8

58 Question: Which of the following phrases shows excellent customer service? Answer 1: I can Answer 2: You need to Answer 3: It s company policy. Answer 4: That s just the way it s done. Correct Answer: I can Answer Rationale: Excellent customer services phrases include: I will, I can, I understand. Do not use phrases such as: You need to, You can t, I can t, It s company policy, That s just the way it s done. Question Title: Question 9 Question: A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service? Answer 1: You need to call back next week. We will have your results then. Answer 3: The lab hasn t sent us your results. We ll call you when they come in. Answer 4: I m sorry you haven t received your results yet. You had blood drawn two days ago, correct? Answer 2: We can t call you with results we don t have! Someone should have told you that we wouldn t have the results until next week. Correct Answer: I m sorry you haven t received your results yet. You had blood drawn two days ago, correct? Answer Rationale: The best initial response is to apologize right away. Then, paraphrase to show that you understand the situation. Question Title: Question 10 Question: Which of the following is an excellent customer service practice? Answer 3: Not taking responsibility for a customer s problem Answer 2: Blaming someone else for a customer s problem, and referring the customer to your supervisor Answer 1: Making promises to calm a customer down, whether or not you will be able to follow through on the promises Answer 4: Following up with a customer to make sure his or her problem was corrected Correct Answer: Following up with a customer to make sure his or her problem was corrected Answer Rationale: Always follow up with customers who have complaints.