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