Handling Customer Escalation – Medical Practice

The most important factor of any successful Customer Service is ‘Calm Voice’ and it can definitely go long way in helping to resolve customer issues.

Five essential tips for handling distraught patients:

•    Staying calm and quite is the key to win patient satisfaction

•    Every Patient wants to be heard and an upset Patient is not an exemption, so be sure to listen to them and don’t interrupt in between. Gather the information that will help you to resolve the problem

•    Making a patient realize that you are with them and you understand their concern, is the key. So, always remember to add ‘Empathize and apologize’ to your list

•    Always remember ‘Speaking loudly is not necessarily yelling’ patient often speak loudly to emphasize their words and to highlight their displeasure. So, try not to match their tone and be polite

•     Finding resolution and communicating it to the patient is always a healthy practice. So, be sure to follow through with your promise to retain patient’s faith

Winning patient’s trust is the key to make your medical practice successful. Remember: “Happy patient might tell a friend, but an unhappy patient will tell the world.”

We have experienced and skilled Virtual Medical Assistants who are well trained. Let Vocis’s Appointment Service answer all your calls and schedule all your appointments. To get more information, call us at (866) 365-3909 or email contact@vocisinc.com.