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