Customer Service & De-escalation
Listen and Acknowledge
Patients often arrive sick, worried or in pain. Feeling heard is the fastest way to lower tension at the front desk.
Listen without interrupting, acknowledge the concern and speak calmly. Give space and avoid Calm down, blame or promises you cannot keep.
"I can see this has been frustrating." "Let me make sure I understand." "Here is what I can do right now."
Tap a card to flip it.
Knowledge check
A patient says, "I've been waiting forever!" Which response acknowledges them best?