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7 Tips for Dealing with Frustrated Customers

Posted by Suzanne Galo on May 31, 2016

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 2508860_medium.jpgbeing 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.

Topics: Healthcare, Early Out, Customer Service