Question #1: After viewing the video, define "body language" then select three elements present in the video of body language (i.e., facial expressions, posture, etc.) and then discuss the ways the "message" sent by the body language you selected are received by the patients and people they encounter. Is non-verbal communication important in the customer/healthcare staff member encounter or not, explain? Do you agree with Glaser's position in the (required article) "5 Principles to Improve the Patient Experience," when he states that "performing poorly in in one role [either medical care or patient experience] will impact performance on the other?" (Glaser, p. 3). Finally, discuss, the relationship of non-verbal communication to verbal communication and its impact on the overall customer/patient experience.

Question #2: Define "environmental cues" and then identify 2 environmental cues in the video you viewed. How does the environment support the elements of customer service (positive or negative) and then justify your statement(s) about this by referencing the culture of service elements (chapter 1). Based on the article by Thomas Lee, "How U.S. Healthcare Got Safer by Focusing on the Patient Experience," (required) identify one way that the environment (focus on safety) relate to safety, patient experience and financial performance.

Question #3: Using your experience (your own, a friend/colleague, family member or a situation you witnessed) briefly describe the situation you selected, then discuss whether healthcare experience supported a "customer-friendly environment" (be sure to define a "customer-friendly environment first). Identify two of the competencies of customer service professionals and discuss how that staff member's behavior supported (or did not support) the situation you selected, why, why not? Do you believe that the service experience you have selected directly affects the customer's (patient) perception of the care/service. Or, do you believe that if the care that is offered is of high and quality and safe, that customer service is not as important? Explain your answer.