MANAGING ANGRY CUSTOMERS AND PERFORMING EFFECTIVE SERVICE RECOVERY (for Healthcare)

Sometimes in healthcare, despite our best efforts, a customer may become upset or even angry. When this occurs, he or she will expect a lot of effort to make things better. This program explores how to respond appropriately to an upset or angry customer in order to meet, and then exceed their expectations. 17 minutes

Program Highlights
*Common reasons why healthcare customers may become angry or upset
*Strategies to determine the root cause of a customer's anger or frustration
*How to apply skills that will repair a bad situation
*Highlight the benefits of a good service recovery
*Step-by-step example of a positive recovery experience

*INCLUDES 10 QUESTION POST TEST WITH ANSWER KEY
#15881/059517 minutes2014 $299.95



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