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