Customer Service Recovery for Healthcare: The Right Words at the Right Time

When poor service occurs in Healthcare, even the newest or least trained employee can suddenly become the face of your organization to a patient or family member.

Program length 15 minutes
Topics: Customer Service, Healthcare

When poor service occurs in Healthcare, even the newest or least trained employee can suddenly become the face of your organization to a patient or family member. This practical and memorable program is specifically designed to empower healthcare staff with a clear checklist of Customer Service Recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line healthcare employees will learn how to match the signals they send with the words they say. A wide variety of realistic healthcare scenes, demonstrate the use of The Right Words at The Right Time, to over-come almost any service recovery challenge.

Key Learning Points

  • Use the right words to send the three signals: "I care", "I understand" and "You can trust me to take care of this"
  • Stay polite and professional when a patient or family member is rude, when a patient or visitor is clueless or when you can't say, "Yes" to a request
$945.00

Volume discounts

Your volume discount will be calculated in the cart when you check out.

Buy Discount You Save
3 10% Up to $283.50
5 15% Up to $708.75
10 18% Up to $1,701.00
15 22% Up to $3,118.50
21 25% Up to $4,961.25
31 29% Up to $8,495.55
41 33% Up to $12,785.85
51 37% Up to $17,832.15
71 41% Up to $27,508.95
91 46% Up to $39,557.70
111 51% Up to $53,496.45
What's Included DVD, CD with Leader's Guide and PowerPoint, 10 Pocket Reminder Cards
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