MHS CUSTOMER SERVICE EXAM QUESTIONS
WITH VALIDATED ANSWERS | GRADED A+
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) When Joe received his medical results, and discussed a medical plan and next steps with
his provider he left feeling confident that he was in good hands.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. - Correct Answer -Empathy - e)
Presentation - b)
Reliability - d)
Assurance - c)
Responsiveness - a)
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call.
1
, -True
-False - Correct Answer -True
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
-Job Stress
-Job Satisfaction
-Job Unhappiness - Correct Answer -Job Stress
ending an email to a patient, completing a medical chart, or composing a report for your team
are all examples of which form of communication?
-Written
-Nonverbal
-Verbal
-Listening - Correct Answer -Written
At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new
prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for
assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong
with this scenario? (Select all that apply)
-The Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician
-Herman didn't attempt to try the kiosk without asking for assistance - Correct Answer --The
Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician
2
WITH VALIDATED ANSWERS | GRADED A+
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) When Joe received his medical results, and discussed a medical plan and next steps with
his provider he left feeling confident that he was in good hands.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. - Correct Answer -Empathy - e)
Presentation - b)
Reliability - d)
Assurance - c)
Responsiveness - a)
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call.
1
, -True
-False - Correct Answer -True
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
-Job Stress
-Job Satisfaction
-Job Unhappiness - Correct Answer -Job Stress
ending an email to a patient, completing a medical chart, or composing a report for your team
are all examples of which form of communication?
-Written
-Nonverbal
-Verbal
-Listening - Correct Answer -Written
At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new
prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for
assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong
with this scenario? (Select all that apply)
-The Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician
-Herman didn't attempt to try the kiosk without asking for assistance - Correct Answer --The
Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician
2
