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