When two people are communicating, they understand each other ...

[RODY.ELKHALIL]

When two people are communicating, they understand each other when they have a common understanding. This common ground is based on three frames of reference:
 a. language, nationality, experience b. education, nationality, seniority
  c. background, education, experience

Question 2

To achieve quality customer service, the phlebotomist must meet what customer needs?
 a. know the customer by name, determine the tests needed by the customer, know who the patient's physician is
  b. know what the customer wants, determine the level of service received, and take action to satisfy the customer
  c. know what the customer's insurance will pay for, keep the patient from waiting too long, say as little as possible to the patient

[owenfalvey]

Answer to Question 1

c

Answer to Question 2

b

[RODY.ELKHALIL]

Excellent

[nanny]

Thanks for the timely response, appreciate it