“I’m Sorry to Hear That…” Proven Service Recovery Techniques
Date/Time: 07/10/2014, 3:00 pm - 4:15 pm
Provider: Florida Hospice & Palliative Care Association
Complaining about something is your client’s way of saying, “I need your help.” How you and your colleagues handle that expression of unhappiness has a lot to do with whether your client or patient remains loyal or seeks care elsewhere. Unresolved complaints can result in negative comments to potential clients, adverse publicity, and malpractice suits. Service recovery skills help you and your team respond to complaints with greater ease in order to preserve and improve relationships.
HIGHLIGHTS
- The LAG technique for responding to complaints
- Techniques to prevent escalation of difficult situations
- Listening in conflict situations
- What to do and say when the person is wrong
- How to create a service recovery plan for your organization
TAKE-AWAY TOOLKIT
- A staff training activity, with leader’s guide and participant worksheets
- Resource list
- Sample service recovery plan
WHO SHOULD ATTEND?
This informative session will be especially helpful for administrators, risk managers, service excellence coordinators, patient advocates, and individuals working in finance and registration.
MEET THE PRESENTER
Susan Keane Baker
