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2017 Annual Session Conference


AS17LS78 - Whine to Shine: Turning Complaints into Opportunities


Apr 25, 2017 9:15am ‐ Apr 25, 2017 10:15am

Description

This lecture will teach participants how to recognize different types of complainers among our patients or parents, and how to effectively manage them using a proven 5-step process. Upon completion of this course, attendees should embody the basic skill set to take office complaints and turn them into opportunities.

Learning Objectives:

  • Recognize and differentiate the types of complainers.
  • Demonstrate how to bring unspoken complaints to the surface.
  • Manage complaints using a proven 5-step process and turn those complaints into opportunities for maintaining or even improving patient relationships.

Speaker(s):

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