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