Description

This lecture will teach participants how to recognize different types of complainers among our patients or parents, and how to effectively manage them using a proven 5-step process. Upon completion of this course, attendees should embody the basic skill set to take office complaints and turn them into opportunities.

Learning Objectives:

• Recognize and differentiate the types of complainers.
• Demonstrate how to bring unspoken complaints to the surface.
• Manage complaints using a proven 5-step process and turn those complaints into opportunities for maintaining or even improving patient relationships.

Speaker(s):

• Robert (Tito) A. Norris, DDS