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Workflow Quiz: Customer Service & Order Entry

Create an image of a friendly customer service representative assisting a customer over the phone in a modern office setting, with visual elements representing order entry and communication, like a computer screen showing order forms and a calm atmosphere.

Customer Service & Order Entry Workflow Quiz

Test your knowledge of customer service and order entry protocols with our engaging quiz! This quiz is designed to help you understand and apply key concepts in effective communication and workflow management.

Whether you're in a customer-facing role or involved in order processing, this quiz will challenge your understanding of:

Softening words and affirmative language
Protocols for entering cases
Effective communication techniques

11 Questions3 MinutesCreated by HelpingHand42

Watch the following video before taking the quiz. Copy the link: https://youtu.be/qlevfyYfdkc

What are examples of using Softening Words? (Check all that apply)

You need to send the information on this patient.

Yes, please send the images when you get a minute.

I understand your frustration and I can assure you we are working diligently to complete them.

The images still have 4 hours so don't expect them anytime soon.

Well you did not send the fax on time so that's why it's late.

We did not receive all the images. Maybe they didn't cross over, would you mind resending them?

Give me more information

I do not see this patients information, do you mind giving me some more details?

How should this case be entered?

It's good to go we can put it in.

Enter a carotid protocol.

Enter a COW and carotid protocol since they wrote CTA Head and Neck in the Exam type

Call the facility to clarify what is needed based on checked box and exam type.

What are 3 things to consider when speaking to a customer?

When a customer is needing immediate answers you should...

Say you are not sure how to answer and end the call.

Use afirmative adverbs that assure the customer

Loudly huff or sigh so they understand you are tired and have had a long day

Tell the customer what they need to do in imperative form.

Use postitive language and an upbeat tone.

Reflect their negative tone and attitude.

Escalate the call to the appropriate person if needed.

How should this case be entered?

Enter it as a CCTA - Heart since they checked other and wrote heart.

Enter it as an EP planning due to the history.

Call the facility and ask what they need.

Enter both the CCTA and the EP Planning protocols.

Check All Examples of Affirmative Language

Happy to help!

That is awful.

Absolutely!

We will take care of that right away. This is what I am going to do...

I think so...

Awesome!

That is dumb.

Wow that is horrible, let me take care of that.

What is/are the correct protocol(s)? (you may choose more that one)

CTV COW and Carotid

CTA COW

CTV COW

CTA COW and Caroitd

When fixing a problem which of these is an appropriate response?

I'll fix that. Thanks, bye.

Wow someone put this in all wrong they are awful. I'll do it right.

I understand this is an urgent case. I am going to change this to stat immediately and someone will begin working on it shortly.

We are doing our best and this case is going to be late.

Put the order notes and the protocol that should be entered below.

Enter the correct protocol if you received a call from Allina @ Mercy for a Head and Neck.

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