Podcast
Questions and Answers
Tell me about two suggestions you have made to your supervisor in the past year.
Tell me about two suggestions you have made to your supervisor in the past year.
Plumber assistance during disaster drills and giving stickers to all visitors in case of a missing child.
Tell me about a specific time when you made a suggestion to improve the quality of work done in your unit.
Tell me about a specific time when you made a suggestion to improve the quality of work done in your unit.
Recommended that Security Logs become uniform and that security scans documents to patient records instead of nursing.
Tell me about a time when a coworker had a good idea and you agreed but no one else was willing to listen.
Tell me about a time when a coworker had a good idea and you agreed but no one else was willing to listen.
A coworker developed a database to track trespassed visitors, which was initially rejected by their team leader.
Give examples to illustrate how you have generated ideas that represent thinking 'outside the box.'
Give examples to illustrate how you have generated ideas that represent thinking 'outside the box.'
What projects have you started on your own?
What projects have you started on your own?
Give a specific example of a time when you had to deal with an angry customer.
Give a specific example of a time when you had to deal with an angry customer.
Tell about a situation at work where you realized a person needed help.
Tell about a situation at work where you realized a person needed help.
Tell about a situation where you assisted a co-worker.
Tell about a situation where you assisted a co-worker.
Tell me about a specific time when you resolved a difficult customer complaint.
Tell me about a specific time when you resolved a difficult customer complaint.
In your current job, who are your internal and external customers?
In your current job, who are your internal and external customers?
Tell me specifically which co-workers in your organization are your customers.
Tell me specifically which co-workers in your organization are your customers.
Describe the components of a customer service program you control.
Describe the components of a customer service program you control.
Give an example to illustrate how you have improved the experience of your customers.
Give an example to illustrate how you have improved the experience of your customers.
Tell me specifically how you have communicated to line staff that they have permission to expedite resolution of a patient problem.
Tell me specifically how you have communicated to line staff that they have permission to expedite resolution of a patient problem.
Describe a change in your work you have personally had to make in the last couple of years.
Describe a change in your work you have personally had to make in the last couple of years.
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Study Notes
Suggestions for Improvement
- Proposed plumber assistance during disaster drills; director approval led to quicker response times.
- Suggested giving stickers to visitors for easier identification of missing children, implemented after a supervisor meeting.
Enhancing Work Quality and Efficiency
- Recommended uniform security logs to reduce shift confusion; implementation ongoing.
- Suggested scanning security documents to patient records to streamline nursing documentation; practice adopted within a month.
Support for Coworkers' Ideas
- Advocated for a coworker's database project for tracking trespassed visitors after it was rejected by leadership; implementation saved time for law enforcement and internal staff.
Innovative Thinking
- Discovered an old ISMT and secured funding for marksmanship training for naval officers; training enabled qualification without range attendance, earning appreciation from higher officials.
Initiating Projects
- Founded Marine Corps judging for the Shriners annual drill event after noticing the need; received positive feedback and a letter of appreciation from the Shriner president along with a presidential pin.
Customer Interaction
- Regularly handle angry customer queries effectively; outcomes focus on resolution and customer satisfaction.
Identifying and Assisting Colleagues
- Recognized when a colleague required help; proactive support led to positive outcomes within the team.
Feedback Mechanisms
- Internal and external customers identified; satisfaction feedback obtained and used for service improvement.
Service Improvement Initiatives
- Action taken to improve service offered to internal customers, results monitored for effectiveness.
Customer Service Program Components
- Evaluation of personal part in the organization leading to potential customer service components; role in implementation and delivery assessed.
Improvement Impact
- Initiatives taken to enhance experiences for both internal and external customers; effectiveness of changes determined through feedback.
Communication and Empowerment
- Informed line staff about bypassing the "chain of command" for quick patient problem resolution; success stories documented from this practice.
Personal Change Adaptation
- Adjustments in work roles made over the years; reflection on feelings about changes and the process followed to adapt.
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