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