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Being on the Frontline

Lädt!
Which of the following characteristics best describes the majority of the client service representatives (CSRs) who participated in the 2016 research study to share communication challenges and proposed strategies?
56-65 years old
Employed part-time
Female
Living outside of the United States
Work history averaging 1-2 years
 
Which state within the United States had the most participants for the 2016 research study that elicited the perspective of client service representatives (CSRs)?
Alaska
Arizona
California
Colorado
New Jersey
New York
 
Which of the following best describes the self-reported roles and responsibilities of client service representatives (CSRs)?
Administrative assistants
Behind-the-scenes support
Clerical Help
Client advocates
Medical record proofreaders
 
Which of the following best describes how client service representatives (CSRs) view clients?
Entitled customers
Job security
Peripheral to the business
Troublemakers
Whistle-blowers
 
Which of the following is not a common theme underlying client-based challenges as perceived by client service representatives (CSRs)?
Heightened emotions
Lack of understanding
Miscommunication
Mistrust in the CSR
Physical abuse
 
Which of the following is not a common theme underlying client-based miscommunication as perceived by client service representatives (CSRs)?
Appointment start times
Cost of care
Diagnostic test results
Wait time to be seen
Wanting an instant ‘fix’
 
Which of the following is a primary reason for conflict between client service representatives (CSRs) and veterinary technicians?
Perceived accommodation of the clients by technicians
Perceived rigidity among the established technicians who only see their own perspectives
Perceived eagerness of the techs to jump in and lend a helping hand
Perceived resistance by techs to work-ins or overflow appointments
Perceived lighter work loads among the tech teams
 
Which of the following is a primary reason for conflict between client service representatives (CSRs) and practice managers?
The perception that practice managers act as though they are omnipotent
The perception that practice managers are keen to assign blame when something goes wrong.
The perception that practice managers often discount services to gain consumer loyalty.
The perception that practice managers are only concerned about client experience.
The perception that practice managers are ever-present and weigh in on everything.
 
Which of the following is a primary reason for conflict between client service representatives (CSRs) and veterinarians?
Veterinarians assume that CSRs know nothing about pet health.
Veterinarians overcommunicate with the front staff.
Veterinarians over-explain their thought process to the front staff.
Veterinarians fail to delegate and intervene in every transaction, slowing business down.
Veterinarians forget what it’s like to be in the client’s shoes, so CSRs must advocate for the client.
 
Which of the following is not a solution that was proposed by client service representatives (CSRs) to clear up miscommunication with clients about appointment times?
Allow the clients to schedule their own appointments online.
Call the client in advance of the appointment as a reminder.
Confirm which location the client wants to be seen at multiple times.
Send reminder emails to the client 24 hours in advance of the appointment.
Send automated text messages to the client with timely reminders.