Complaining is Hard to Avoid, but Try to Do it With a Purpose

We may all dread the patient or family member who complains, yet there are ways to make complaints in positive experiences, or as this great NYTimes article details:
some complaints can serve as icebreakers or bonding experiences.
Check out the full article.   The concept of complaints, service recovery models and how to encourage your staff to “embrace” the complaint are covered in the webinar, Put a Little Disney in Your Practice – Looking at the Service Experience you Provide  now available on demand 24/7/365.

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