OTM PX FACTORY ESCAPE GAME

FACTORY ESCAPE GAME

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PATIENT EXPERIENCE REVIEW

THE MISSION

The Secretary's vision for the future of the VA is to be the number one agency in all of government where employees deliver excellent health care and benefit experiences to VA customers. The Secretary's vision for the future of the VA is to be the number one agency in all of government where employees deliver excellent health care and benefit experiences to VA customers. You must answer questions to escape to provide an Exceptional Experience for our Veterans.

THE base

Find the clue you need to keep moving forward

QUESTION 1/3

Establishing Contact, Attempt to resolve pressing issue, placing a call on hold, and call transfers.

Moments that Matter, what are the components that matter?

Refer veteran to different department and provide contact information,

QUESTION 2/3

Effectiveness, Ease, Emotion

Components of a Veterans Customer Experience from OTM trainings are...?

Sympathy, Empathy and Compassion

QUESTION 3/3

Experience

Statement from Maya Angelou, American Poet statement is referring to which Customer Experience? "Ive learned what people will forget what you said, people will forget what you did, but people will never forget how you made them feel."

EMOTION

THE base

Find the clue you need to keep moving forward

QUESTION 1/3

Tone of Voice & Word choices

With non-Verbal Communication over the telephone, what has the most impact?

Assistance given

Information provided.

QUESTION 2/3

Answer with low key and minimal information.

Every call is an opportunity to Connect & Care. What are the key Points to Connect & Care?

Show Empathy, Personal Connection, help feel welcomed and cared for.

Resolve issue by providing another phone number to call without connection.

QUESTION 3/3

Connect & Care, Understand & respond to Needs, and Guide the Journey

The Three OTM guiding principles are...?

Conncet & Care, Express Gratitude, and Guide the Conversation.

Connect & Care, Understand & Respond to Needs, and Welcome

the base

Find the clue you need to keep moving forward

QUESTION 1/3

Give out information to veterans without attempting to connect the two parties.

Guide the Journey is considered the "Ease" in OTM Principle. How can you guide the journey over the telephone? Choose the best answer.

Explain -Orientate the veteran to what is happening throughout the phone call.

Cold Transfer Veteran after you hear the person pick up.

QUESTION 2/3

True or False: You can only Guide the Journey with you are Face to Face with a Veteran?

True

False

QUESTION 3/3

Welcome, Explore the need, Connect, Take Action, Respond, Express Gratitude.

Guide the Journey uses the WE CARE Behaviors. Select the best answer to solve the WE Care Behavior Accronym.

Welcome, Explain, Connect, Actively Listen, Respond, Express Gratitude.

Warm Greeting, Explain your roll, Connect, Take Action, Express Gratitude.

the base

Find the clue you need to keep moving forward

QUESTION 1/3

Impress veteran with flowery words

Respond only to verbal ques without asking questions to need.

Understand & Respond to Needs is linked with the Effectiveness dimension of Customer Experience. Select the best answer to be "effective" in your technique.

Interrupt Veteran to get to bottom of call.

Active Listening and Respond to Needs, being Adaptability.

QUESTION 2/3

Active Listening

Effective listening begins with understanding what the caller wants: Hear the reason for the customer's call. Focus on what the caller has to say. Listen for what the caller is interested in. Paraphrase or restate what the caller is saying. This is called what? Choose best answer.

lListening with Intent

Focus on Caller needs

Restating for effect

QUESTION 3/3

Tell the caller the hold may take too long if they want to call back.

Ask Permission

Placing a caller on Hold can be challenging. What is the 1st step to place the caller on hold? Choose the best answer.

Tell the caller you are placing them on hold and then push the hold button.

Tell the caller the extension and place the call through to party.

the base

Find the clue you need to keep moving forward

QUESTION 1/3

RESILENCY

ADAPTABILITY

VA SALUTE Module is service recovery module. Which of these mentalities can be described as having the ability to bounce back from adversity? Choose the best answer.

BALANCE

RESPONSIBILITY

QUESTION 2/3

Ask the caller to repeat themselves several times.

Use the caller's Name and Lower Your Voice

Strategies for Handling Challenging Callers with PX training are Direct Caller toward a Solution, Give caller option to call back later, use polite repetion and 2 others. Please choose the best answers.

Repeat back to caller what is stated

Tell the caller you cannot assist them

QUESTION 3/3

Stew and worry

Keep it inside and take it out on next caller

As an employee Handling Challenging Calls, what should you do for self-care? Choose the best answer.

Take deep breaths, Don't take it personally, Examine the conversation to determine best outcome and then LET IT GO!

Beat yourself up by being overly concerned

Mission Complete

You've saved the base

START OVER?

Are you sure you want to go out?

You will lose progress

exit

back

MISSION FAILED

You've destroyed the base......

try again