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