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Week 2 – Discussion 1
Your initial discussion thread is due on Day 3 (Thursday) and you have until Day 7 (Monday) to respond to your classmates. Your grade will reflect both the quality of your initial post and the depth of your responses. Refer to the Discussion Forum Grading Rubric under the Settings icon above for guidance on how your discussion will be evaluated.
Prior to beginning work on this discussion, read Chapters 1, 2, and 3 from the Peden textbook, as well as the Creating a Culture of Ethics & Compliance in the Workplace (Links to an external site.) and the Five Ways to Reduce Ethics and Compliance Risk (Links to an external site.) In addition, watch the YouTube video, “Front Desk First Impressions” Front Desk Unprofessional Segment. (Links to an external site.)
Customer service is a hot topic for all industries, and especially in health care. In your initial discussion post, address the following:
- Identify one direct patient care and one non-direct patient care scenario that you have observed.
- Describe the scenario and delineate in detail how the situation should be handled from a customer service perspective.
- Describe four strategies to calm an upset customer.
- Identify three data elements you could use to analyze the customer service level of a department.
Your initial post should be at least 250 words. In addition to the course material, utilize a minimum of two scholarly sources to support your points. Cite and reference your sources in APA format as outlined in the Writing Center (Links to an external site.).