BEHAVIOR WITH
PATIENTS AND RELATIVE,
HANDLING THEIR
COMPLAINTS
WHAT IS COMPLAINT
An Expression of Dissatisfaction or
concerns made to the company , related
to its products and services
Why do customer complaint ?
Why do patients / relative complaints ?
Their Expectations have not been met
To release their frustration
To help improve the services
Common Types of
Complaints
Inaccurate information / lack of adequate information
Poor Service
Overpricing
Delay in investigation , Treatment, Billing , Discharge
Lack of Infrastructure / facilities
Poor behavior of staff
The customer is not all ways right
But the customer is the customer and without
them business would not survive. So being
able to resolve customer complaint is more
important than who is right and who is wrong
If a customer complains they are giving you a chance to retain
their business rather than going straight to a competitor.
A complaint gives us the opportunity to
• Build trust
• Build long term relationships (if we have handled the
complaint correctly in the past they will use the service again
as they will believe that we care about their issues and we
welcome their feedback)
• Highlight any internal service issues/failures
LISTNING TO COMPLAINT
Listen carefully to your customer.
Don't interrupt or tell the customer to calm down, this will only ignite the
anger. EMPATHISE - Feel the pain of the customer, tell them that you can
understand how they feel.
APOLOGISE - Apologise to the customer, even if you feel that you have no
part in the problem.
Do not blame the customer, but there is no need to take the blame yourself/
COMPANY!
REACT - Decide what you will do to resolve the problem, and tell this to
the customer.
NOW! - Do not delay.Take immediate action! The longer you wait, the
harder it is to produce outstanding customer service.
THANK: Thank the customer for their business
Allow Your complainant To Speak
It is important that you give a patient ear to the customer while he is
complaining and do not make an effort to interrupt. The customer is already
angry and the interruption will cause his or her temper to flare even further.
Allow the customer to describe, in detail, the reason for their unhappiness
with the hotel or its service. The customer may yell and shout, but the front
office staff should never take it personally. Instead the staff should concentrate
on resolving the issue. While you can ask questions to understand the reasons
better, it is important that you let the customer speak out his mind.
Ask open-ended questions if you are not clear about the issue and this will
show the customer you are genuinely interested in understanding their problem
and resolving it. It will help the customer calm down and speak more coherently.
As a receptionist, you should be aware of the difference between a genuine
problem that requires solving and a situation where the customer is venting his
frustration. So, listen to the complaint carefully to find out what is really
troubling the customer.
The Key Of Success
The key to running any successful hospital is customer
service. A big part of this is addressing customer complaints
and ensuring that these complaints are resolved to the
customer’s satisfaction.
Successful resolution will have a positive effect on the
customer, who will be more conducive to returning to the hotel
in the future, as the way the complaint was handled and
resolved makes the customer feel special and shows him that
the hotel is genuinely interested in keeping its customers
happy and satisfied.
