Resolving Complaints for Professionals in Health Care
Wendy LeebovISBN: 0595283616;
Raising awareness that customer complaints are a second chance to make things right for a customer, this short, practical, easy-to-read book helps healthcare employees who interact with patients, physicians, other customers and coworkers to handle complaints with courtesy, tact, creative problem-solving and follow-through. Highlighting the advantages of effective complaint handling or A?service recoveryA?, this book provides a variety of case situations, self-assessment exercises and practice exercises for trying out and sharpening complaint-handling and complaint resolution skills. An excellent skill-builder for individual employees; also a great training tool for healthcare groups.
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