Dealing with difficult patients can be tricky but often times the most rewarding part of your job… if handled properly. Turn your unhappy patient into a lifelong patient with these simple steps.

1. Listen

Be calm. Listen carefully & completely to the patient’s problem. Maintain eye contact, and don’t smile or grimace. Nod when the customer makes a point you find valid, but don’t interrupt.

2. Empathize

Communicating that you do empathize with the customer can set the tone for the interaction and establish you as an ally who wants to help.

Examples:

• “I understand completely, and I’m so sorry you’ve been upset. Let’s find a way to work this out.”
• “That sounds frustrating”
• “I can understand why you feel that way.”

3. Identify your options

Begin to address the patient’s problem after you’ve connected.

Options:

• Sometimes all they want is for someone to acknowledge their problem.
• Level with them. Ask, “How can we fix this for you?”
• Reassure them. Let them know you or the practice will address this issue.
• Notify a manager.

4. End on a positive note

Try not to let the patient walk away unsatisfied or upset. Instead, express gratitude for their patience, and promise you’ll do everything possible to make sure the next experience goes smoothly.

Keep These in Mind:

• A happy customer means better business. A satisfied customer might spread the word about having a good experience, but an unsatisfied one will almost certainly complain to at least one person (if not more).
• Avoid temptation to respond before fully listening to the customer.
• Call your customer by name, if possible, it can make a person feel like she or he is being heard.
• Don’t keep floundering if you are out of your depth – you’ll only aggravate an already tense situation. Get help.
• Don’t be condescending, nothing can escalate a situation faster. Speak in a polite, yet genuine tone.