Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team should be aware of the complaint. While it’s impossible to avoid complaints, here are five tips that can make the interaction a little smoother and increase your chances of a positive outcome.
Listen...
<p>We may think that our communication style is crystal clear, but is it? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about how we can minimize the barriers that happen in everyday communication.
<br /><br /> To learn more about Sarah and the Medical Society of Metropolitan Portland, click <a href="https://msmp.org/...
Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips for handling unhappy clients in the lobby.
We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring shortage and our pet-friendly community, some days feel unmanageable. It’s on those days that our teams are most proud of our promise to never close. We meet the wave of incoming patients head on,...
As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can also be shared with clients who may have recently lost a pet.
“Happy holidays!” That’s the greeting we hear often during this time of year. But if you are grieving the loss of...
Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.
Continuing from Staff Transition to Management: Part I, Cheryl Latta, DoveLewis Human Resources Manager, reviews common difficulties that new managers face and tips for making the most of your new promotion.
Making the transition to management can be extremely difficult. It’s hard enough to establish boundaries with co-workers that used to be your friends, let alone...
Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.
<p>Senior Technician Supervisor and CVT, Sarah Harris, joins Training Specialist and CVT, Jessica Waters, to review the process for communicating effective discharge instructions with clients. Using the example of a gastroenteritis pet, learn about discussing medications, take home instructions, and the overall client experience. <br /> <a href="https://www.atdove.org/sites...
Anthony Strode and Cy Torrey, DoveLewis Client Liaisons, discuss the importance of providing great client experiences through their new positions as Client Liaisons. Learn how they are taking customer service to the next level, and how you can incorporate similar elements into your hospital. Client Liaison Job Description
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