Dealing with difficult patients (SW11-02-09-1)

During the courses we will cover the following key objectives 

Resolving Difficulties & Complaints

Handling complaints and dissatisfaction positively

What to do if you can’t do what someone wants

How to align promises and expectations

Keys to Customer Care

Customer care – from transaction to relationship

Telephone skills – your last chance to make a first impression

Defining standards – from good intention into good practice

Understanding and Relating to Your Customer

How to walk in your customers’ shoes and understand what matters to them

Really simple personality profiling to understand customer needs

Helping people with disabilities – do’s and don’ts

Availability	Course has taken place
Subject	Communication skills
Description	A must do day for all members of the dental team. Complaint handling has become a key requirement. Limited funding and time pressure can sometimes turn a surgery into a tinderbox. This day will give staff more options for handling both difficult situations and complaints.
Venue	Buckerell Lodge Hotel, Exeter - Devon N & E  View details
Date & time	Wednesday 9 February 2011, 09:30 to 16:00
Lecturers	Mr Andrew Cain & Mr Viv Craske  View details
Target audience	Recommended to all
Development outcome	No development outcome
Course style	Lecture
Catering	Meal
Core topic	Not a core topic
CPD hours	6:00
Cost	£40.00
Aims	Get happier, easier patients for an smoother practice life Relate to a wider range of patients, including those with disabilities Resolve complaints and difficulties positively Promote good health-related behaviours
Objectives