Dealing with Difficult
Customers in a Hospital
Setting
Learn how to handle challenging hospital customer interactions with our
customized training program designed for customer service executives and
patient support officers at Reddington Hospital.
Introduction
The Power of Listening Communication and First Impressions
Empathy
Discover the importance of active Understand how to make a great
listening in customer service and Learn how to communicate with first impression and set a positive
how it can help you better empathy and understanding to tone for the customer interaction.
understand your patients' needs create a positive experience for
and concerns. your patients and their families.
Understanding Difficult
Customers
1 Types of Difficult 2 Psychology of Difficult
Customers Customers
Identify different types of Explore the psychology
difficult customers you may behind difficult customer
encounter in a hospital setting behavior and how to respond
and how to handle them effectively.
appropriately.
3 Challenging Scenarios
Role play and case studies to practice responding to difficult customers
in real situations for maximum learning impact.
Effective Communication Strategies
Good communication is key to providing great customer service. Here are some tips:
1 Speak Clearly and Calmly 2 Active Listening
Use simple language and avoid medical jargon. Paraphrase what patients say to show you're
listening.
3 Empathy 4 Non-Verbal Communication
Acknowledge patient concerns and show you Use facial expressions and tone of voice to
care. convey understanding.
Role Plays and Case Studies
Practice makes perfect! These role plays and case studies will help you develop the skills you need to handle
difficult situations with ease and professionalism.
Case Study: Angry Patient Role Play: Language Case Study: Conflicting
Barriers Priorities
Reenact a scenario with an angry Practice communicating Handle scenarios when patients'
patient and learn how to address effectively with non-English needs conflict with hospital
their concerns while keeping the speaking patients and how to policies or procedures. Learn
interaction calm and overcome language barriers how to find solutions that work
professional. while providing excellent for both the customer and the
customer service. hospital.
Key Takeaways
Key Takeaways Key Takeaways
Dealing with Complaints and Resolving
Conflicts
Conflict Resolution Handling Feedback Customer Satisfaction
Techniques
Understand the importance of Discover ways to improve
Learn how to remain calm and feedback and learn how to receive customer satisfaction at every
professional when handling a and use it to improve the overall touchpoint in the patient journey,
customer complaint and find a patient experience. 🤔 from admissions to discharge. 😃
resolution that satisfies the patient.
️ ️
♀
Creating Exceptional Patient Experiences
Building Strong Managing Patient Providing Exceptional
Relationships Expectations Customer Service
Discover the power of Master the art of setting clear Learn innovative ways to
building strong relationships expectations and providing exceed patient expectations
with patients and their detailed information about and provide exceptional
families to create a hospital policies and customer service that creates
welcoming and supportive procedures to prevent a loyal patient base and
environment that fosters trust misunderstandings and enhances the reputation of
and encourages loyalty. conflicts with patients, your organization.
ensuring a smooth and stress-
free experience for all.
Closing Remarks and Feedback from
Participants
Reviewing Key Feedback Session Continuous
Takeaways Improvement
Collect feedback from
Summarize the key concepts participants and identify areas Emphasize the importance of
learned throughout the for improvement in the ongoing learning and
training program and how to training program. development to improve
apply them in real-life customer service skills and
scenarios. provide the best possible
patient experience.
