Service Recovery Skills for Handling Complaints with Greater Ease
On-Demand Webinar
StreamedJul 27, 2023Duration90 minutes
- Unlimited & shareable access starting
two business days after live stream - Available on desktop, mobile & tablet devices 24/7
- Take-away toolkit
- Ability to download webinar video
- Presenter's contact info for questions
Do you dread complaints? If so, you’re not alone.
Resolving
client or patient complaints takes skill, courage, and initiative. Not
resolving them can result in dire consequences. Attend this program and learn
to transform complaints into loyalty.
AFTER
THIS WEBINAR YOU’LL BE ABLE TO:
- Respond to complaints using the listen, apologize, give (LAG) technique
- Utilize learned skills to prevent escalation during difficult situations
- Listen attentively during conflict situations
- Know what to do and say when the person is wrong
- Create a service recovery plan
WEBINAR DETAILS
A complaint is your client’s way of saying, “I need
your help.” How that expression of unhappiness is handled greatly influences
whether the client or patient remains loyal or seeks care elsewhere. Unresolved
complaints can result in negative comments to potential clients, adverse
publicity, and malpractice suits. The service recovery skills expounded on in
this webinar will help your team respond to complaints with greater ease to
preserve and improve relationships.
Bonus! The first 20 organizations to register for this
webinar will receive a copy of Susan’s book I’m Sorry to Hear That… Real
Life Responses to Patients’ 101 Most Common Complaints About Healthcare. Further
details will be emailed to the first 20 registrants after purchase.
THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:
- Hospice
- Home Health
- Home Care
- Palliative Care
WHO SHOULD ATTEND?
This informative session
will be especially helpful for administrators, risk managers, service
excellence coordinators, patient advocates, and individuals working in finance
and registration. Anyone who works with patients or their families will benefit
from attending.
TAKE-AWAY TOOLKIT
- Staff training activity (with leader’s guide and participant worksheets)
- Resource list
- Sample service recovery plan
- Training log
- PDF of slides and speaker’s contact info for follow-up questions
- Attendance certificate provided, however there are no pre-approved CEs associated with this webinar
NOTE: All
materials are subject to copyright. Transmission, retransmission, or
republishing of any webinar to other agencies or those not employed by your
agency is prohibited. Print materials may be copied for eligible participants
only.
Presented By
© 2023 FINANCIAL EDUCATION & DEVELOPMENT, INC