Thursday, January 23, 2020

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How To Deal With Angry Patients Over The Phone

How To Deal With Angry Patients Over The Phone. The patients on the phone have no control to make you mad unless you allow them to. Relax the customer when someone is yelling or extremely angry, they are rarely in the correct mindset for a professional conversation.

Telephone assessments coming for young Cape Breton psychiatric patients | CBC News
Telephone assessments coming for young Cape Breton psychiatric patients | CBC News from i.cbc.ca
Let her blow off steam, reflect back to let her know you are listening, and be patient. Let the angry client talk through their problems and explain all the reasons they're unhappy. The patient wants to know that they are not only listened to but also understood.

Responding in kind will only escalate the situation and might ultimately cost you a patient.

Deny reality, no matter how cruel. Listen to the explanation as to why they are angry: In order to do this, you must stay be patient, stay polite and as hard as it may be, let them finish venting. Anyone who works at a call center will tell you that this is the cardinal rule of customer phone support:


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