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Customer Service Recovery for Healthcare

The Right Words at the Right Time

When poor service occurs in healthcare, even the newest or least trained employee can suddenly become the face of your organization to a patient or family member. This practical and memorable program is specifically designed to empower healthcare staff with a clear checklist of customer service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line healthcare employees will learn how to match the signals they send with the words they say.

  • Teaches healthcare staff how to handle patient and family concerns
  • Shows how to react and recover when there is a complaint
  • Helps everyone in the organization handle emotional situations

This product does not have:
  • Sample Training Guide
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Customer Service Recovery for Healthcare: The Right Words at the Right Time

Run time: 15 Minutes

Dealing with frustrated family members or patients who may be in pain can test the service skills of even the most experienced healthcare employees. Customer Service Recovery for Healthcare presents your staff with a wide variety of realistic and challenging situations - from the patient who demands a different doctor, to the husband who insists his test results be kept from his wife - so they will be able to say the "right words at the right time".

Having the exact words handy in a tense situation can make all the difference for front-line staff. Often, it is both WHAT you say as well as HOW you say it. A wide variety of realistic healthcare scenes demonstrate the use of the right words at the right time to overcome almost any service recovery challenge.

Situations Covered:
  • A family member complains about a long wait-time.
  • A patient demands a different doctor.
  • An elderly patient refuses more tests.
  • A patient demands a specific test.
  • A patient accuses the staff of thievery.
  • A patient objects to all the "foreigners" on staff.
  • A husband insists his test results be kept from his wife.

This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with patients or family members who may not be at their best, it is all the more important that your staff is at their very best.

Healthcare employees will learn how to use the Right Words to:
  • Send the 3 Signals:
    "I Care"
    "I Understand"
    "You can Trust me to take care of this"
  • Stay Polite and Professional
    - when a patient or family member is rude.
    - when a patient or visitor is clueless.
    - when you can't say "yes" to a request.

    • A Media Partners Title


  • DVD
  • CD-ROM containing Leader's Guide and PowerPoint Presentation
  • 10 Reminder Cards


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