Texting Teresa is addicted to her cell phone and texts throughout her pet's exam. How can you politely and professional get her to hang up and listen? Teresa needs the information you're sharing so she may make an important medical decision for her pet. Rather than getting mad, learn conflict-resolution techniques that result in positive client relationships.
Join Wendy S. Myers on Thursday, May 17 from 12 to 1 and 3 to 4 p.m. ET for two live webinars on "How to Tame Rude Clients." Learn how to deal with these challenging pet owners:
Texting Teresa is addicted to her cell phone, texting throughout her pet's exam
Bossy Bob shouts, "If I can't pay, you're just going to let my pet die?"
Internet Irene says she knows what's wrong with her dog, "I Googled it."
Suspicious Suzie asks, "Why are your prices so high? I can get my vaccines cheaper at a shot clinic or the feed store."
Price-match Paul demands that you match an Internet pharmacy's price for his pet's medications
Expletive Ed curses and belittles employees
This CE course for your entire team includes:
2 live webinars on May 17, 2018
Unlimited playback of recorded webinar
1 hour of CE credit
Not available May 17? Your enrollment includes unlimited playback of the recorded webinar. Your team can learn at its convenience, or you can earn CE at home in your pajamas!
Receptionists need to know the hospital's standards of care because they must explain medical services to clients and phone shoppers. If a caller catches you off guard with a question you don't know the answer to, respond professionally. Never say "I don't know" because callers will lose confidence in you as well as the medical team.
Reply, "That's a great question! Are you able to hold while I get the answer for you?"