Customer for Life: Dealing With Customers Who are Angry or Upset (Program Three)

Dramatically improve the quality of service your organization provides and increase client retention!

Learning Objective: To dramatically improve the quality of your healthcare organization’s customer service and effectively handle angry customers by addressing the “how to” rather than just the “why”

Featuring testimonials from real health care customers with real experiences (good and bad!), this program describes specific steps for dealing with the angry or upset patient, family member or visitor.

After completing this program, viewers will be able to:

• Describe the principles for dealing with an upset or angry customer
• Explain the importance of putting oneself in the healthcare customer’s shoes
• Describe how mental responses influence behavior
• Describe how to give an upset customer time to vent and how to move into problem solving

SAVE when you purchase this program as part of the Customer for Life Series. Click here for more details.

• New Employee Orientation
• Annual In-Service
• Mandatory Training
• Nursing Education
• Remedial Training
• General Staff Education

 

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