7 Tips for Dealing with Frustrated Customers

In the world of customer service, especially early out, your team must be prepared for every type of customer they may encounter - including the unhappy one.  Here a seven tips to remember when dealing with this type of call.

1. B-Be quiet, let the customer/patient vent.  Patients often just want to know that they are being heard and that someone understands their frustrations.
2. R-Remember they are not mad at you, they are mad at the situation. Don’t take it personally.
3. E-Empathy, show empathy with the problem. Use words and phrases like “I understand how that can be frustrating.”
4. A-Act-Always take action. Explain what you are going to do to resolve the situation.
5. T-Take Responsibility. Customers/Patients really only want to hear that someone understands and will offer to fix their stressful situation.
6. H-Honor your commitments. When you advise your patient/customer of intended action make sure you are honoring your commitments.  It builds trust and confidence in your organization.
7. E-Explain. The next steps.  Be careful of using industry jargon.  Explain exactly what you are going to do to address the unpleasant situation.

Remembering to B-R-E-A-T-H-E will lead to higher account resolution and may turn the unhappy patient into a satisfied customer.