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