OTM PX FACTORY ESCAPE GAME

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FACTORY ESCAPE GAME

PATIENT EXPERIENCE REVIEW

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 MISSION

THE base

Find the clue you need to keep moving forward

QUESTION 1/3

Refer veteran to different department and provide contact information,

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

Moments that Matter, what are the components that matter?

QUESTION 2/3

Sympathy, Empathy and Compassion

Effectiveness, Ease, Emotion

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

QUESTION 3/3

EMOTION

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."

THE base

Find the clue you need to keep moving forward

QUESTION 1/3

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

Information provided.

Assistance given

Tone of Voice & Word choices

QUESTION 2/3

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

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

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

Answer with low key and minimal information.

QUESTION 3/3

The Three OTM guiding principles are...?

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

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

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

the base

Find the clue you need to keep moving forward

QUESTION 1/3

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

Cold Transfer Veteran after you hear the person pick up.

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

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

QUESTION 2/3

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

False

True

QUESTION 3/3

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

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

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

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

the base

Find the clue you need to keep moving forward

QUESTION 1/3

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

Active Listening and Respond to Needs, being Adaptability.

Interrupt Veteran to get to bottom of call.

Respond only to verbal ques without asking questions to need.

Impress veteran with flowery words

QUESTION 2/3

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.

Restating for effect

Focus on Caller needs

lListening with Intent

Active Listening

QUESTION 3/3

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 the extension and place the call through to party.

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

Ask Permission

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

the base

Find the clue you need to keep moving forward

QUESTION 1/3

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.

RESPONSIBILITY

BALANCE

ADAPTABILITY

RESILENCY

QUESTION 2/3

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.

Tell the caller you cannot assist them

Repeat back to caller what is stated

Use the caller's Name and Lower Your Voice

Ask the caller to repeat themselves several times.

QUESTION 3/3

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

Beat yourself up by being overly concerned

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

Keep it inside and take it out on next caller

Stew and worry

START OVER?

You've saved the base

Mission Complete

exit

back

You will lose progress

Are you sure you want to go out?

try again

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

MISSION FAILED