It is a common sentiment shared by many that, if it wasn’t was the difficult customers; the Health Care Industry would be a great business and working environment. The reality however is that, not only are customers an integral aspect of this service, they are also inescapable.
From the know-it-alls to the angry customers and everything in between; difficult customers come in all shapes, colours and sizes. But how effectively you deal with these arduous customers will not only reflect either positively or negatively on the Practice overall, but will also improve your longevity and resilience as a health care service provider.
What many fail to realise is that even the most raucous customer, if dealt with tactfully, can eventually become a testament of a good Practice or service provider. As such, abiding by these tried and tested steps can help deal with difficult customers differently, and push your Practice a notch higher.
Empathy and not Sympathy
Sympathy could actually annoy an angry customer further, whereas empathising with the same customer can help them perceive you to be on their side. It also shows the customer you’re willing to take active steps in taking their complaint seriously.
Listen, Listen, Listen!
In the face of an angry customer, the importance of listening skills cannot be stressed enough. This will not only help get to the root of the problem, but will pave the way to cross over to their side of the fence and display empathy, as mentioned earlier.
Pride and remorse won’t go hand-in-hand
Be willing to let go of your pride and say sorry when needed. Angry customers will automatically lower their guards and decibel levels, no sooner they hear the word ‘sorry’.
Realistic Resolutions
While the solution will most likely take time, be willing to document the complaint and possibly even issue a reference to the customer with the assurance that you will revert back with an answer in due course.
