Customer Service & How to Deal with Difficult People

Date/Time: 11/06/2018, 10:00 am - 4:30 pm

Provider: FHPCA

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Tuesday, November 6, 2018

10:00 am – 11:30 am HST
11:00 am – 12:30 pm AKT
12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET

Difficult behavior is often precipitated by change.  Home health and hospice teams try to provide judgment-free care and avoid labeling challenging patients as “difficult.”  Life changes can cause stress and conflict, leading some patients to feel (or act) threatened, out of control, or argumentative.

Team members must resist using “difficult” as a descriptor to avoid judging or incorrectly characterizing patients or family members.  This webinar will review patient triggers and effective communication principles, and focus on delivering exceptional, positive care to all patients.


  • Who are our customers?
  • Customers’ internal and external difficult behaviors
  • Patient triggers that precipitate difficult behaviors
  • Improving communication skills
  • How to provide excellent customer/patient service every time
    • Useful resource books and articles
    • Reference links


This informative session is for administrators, managers, business development staff, and customer service trainers who want to enhance their customer service skills.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only.

Photo Gloria Turner


Turner Healthcare Consulting

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