Apologize Sequence is important Every complaint is a GIFT Never begins with "I" Offer to help Set realistic expectations Thank Don't Argue Address what you CAN do Identify emotion & articulate it Leaves a positive impression Opportunity to improve Respond Be Present Validate Feelings Make it blameless Use Common courtesy Say "Thank You" Listen for emotion words Take ownership Don't Interrupt Hear Be specific Empathize Be sincere Key to Service Recovery Apologize Immediately Validates concerns Call a friend (Mgr or Pt Rep) Apologize Sequence is important Every complaint is a GIFT Never begins with "I" Offer to help Set realistic expectations Thank Don't Argue Address what you CAN do Identify emotion & articulate it Leaves a positive impression Opportunity to improve Respond Be Present Validate Feelings Make it blameless Use Common courtesy Say "Thank You" Listen for emotion words Take ownership Don't Interrupt Hear Be specific Empathize Be sincere Key to Service Recovery Apologize Immediately Validates concerns Call a friend (Mgr or Pt Rep)
(Print)
A-Apologize
H-Sequence is important
T-Every complaint is a GIFT
E-Never begins with "I"
A-Offer to help
R-Set realistic expectations
T-Thank
H-Don't
Argue
R-Address what you CAN do
E-Identify emotion & articulate it
T-Leaves a positive impression
T-Opportunity
to improve
R-Respond
H-Be
Present
E-Validate Feelings
A-Make it blameless
R-Use Common courtesy
T-Say "Thank You"
H-Listen for emotion words
R-Take ownership
H-Don't Interrupt
H-Hear
A-Be
specific
E-Empathize
A-Be
sincere
E-Key to Service Recovery
E-Apologize Immediately
T-Validates
concerns
R-Call a friend (Mgr or Pt Rep)
