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2017 AAO Annual Session - Whine to Shine: Turning Complaints into Opportunities

Credits: None available.

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.



  • 1.00 - CE

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