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.
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.