GROUP 5

MAINTAINING

High Standards
Of

CLIENT SERVICES
 Learning
Objectives

1. Communicate appropriately with clients

2. Establish and maintain good interpersonal
relationship with clients
3. Act in a respectful manner at all times
4. Evaluate own work to maintain a high
standard of clients service
DEALING AND RESPONDING

Complaints
DEALING AND RESPONDING

Complaints

CLIENT COMPLAINTS

CLIENT COMPLAINTS COMES IN THE FORM OF AN ANGRY EMAIL,

ONLINE REVIEW, AN AWKWARD IN-PERSON ENCOUNTER, OR AN
UNEXPECTED PHONE CALL. IT’S TOUGH TO HEAR, BUT CUSTOMER
COMPLAINTS RESULT FROM YOU, YOUR PRODUCT, YOUR STAFF, OR
YOUR SERVICE FALLING SHORT OF EXPECTATIONS. AS DIFFICULT AND
UNCOMFORTABLE AS THEY ARE, HANDLING CLIENT COMPLAINTS IS AN
IMPORTANT, AND THEY MUST BE DEALT WITH PROPERLY.
DEALING AND RESPONDING

Complaints
HOW TO RESPOND TO
CLIENT COMPLAINTS
LISTEN TO OR READ THE
CUSTOMER'S COMPLAINT.

TAKE A MOMENT TO
PROCESS THE CRITICISM.
DEALING AND RESPONDING

Complaints
HOW TO RESPOND TO
CLIENT COMPLAINTS
DETERMINE WHAT ACTION YOU'LL
TAKE TO ADDRESS THE PROBLEM.

THANK THE CLIENT FOR THEIR

FEEDBACK.
DEALING AND RESPONDING

Complaints
HOW TO RESPOND TO
CLIENT COMPLAINTS
APOLOGIZE AND REITERATE YOUR
UNDERSTANDING OF THE ISSUE.

CLEARLY OUTLINE YOUR PLAN TO

REMEDY THE SITUATION.
DEALING AND RESPONDING

Complaints
HOW TO RESPOND TO
CLIENT COMPLAINTS
THANK THE CLIENT AGAIN AND
OFFER FOLLOW-UP INFORMATION.

CHECK TO SEE IF THE CLIENT IS

HAPPY WITH THE RESULT.
DEALING AND RESPONDING

Complaints
HOW TO RESPOND TO
CLIENT COMPLAINTS

INCORPORATE CHANGES FROM

CLIENT FEEDBACKS.
CULTURAL DIFFERENCES

Management
CULTURAL DIFFERENCES

Management

CULTURAL DIFFERENCES
MANAGEMENT

CULTURAL DIFFERENCES IS AN IMPORTANT PART OF MANAGING A

DIVERSE TEAM. EMPLOYEES’ CULTURAL BACKGROUNDS CAN GIVE
EMPLOYERS INSIGHT INTO THE REASONING BEHIND THEIR HABITS AND
BEHAVIORS IN THE WORKPLACE.
CULTURAL DIFFERENCES

Management
TYPES OF CULTURAL
DIFFERENCES IN THE
WORKPLACE
GENERATIONAL
PEOPLE'S PERSPECTIVES AND IDEALS DIFFER DEPENDING ON THEIR
GENERATION. PROFESSIONALISM, TEAMWORK, COMMUNICATION,
LEADERSHIP, WORK ETHIC, AND WORKPLACE CULTURE CAN ALL BE
INFLUENCED BY ONE'S GENERATION.
CULTURAL DIFFERENCES

Management
TYPES OF CULTURAL
DIFFERENCES IN THE
WORKPLACE
ETHNIC
WORKPLACE CONVENTIONS ARE INFLUENCED BY ETHNIC, RACIAL, AND
NATIONAL BACKGROUNDS. SOME CULTURES ARE MORE DIRECT ABOUT
COMMUNICATION IN THE WORKPLACE, WHILE OTHERS ARE MORE
SUBTLE.
CULTURAL DIFFERENCES

Management
TYPES OF CULTURAL
DIFFERENCES IN THE
WORKPLACE
RELIGIOUS
RELIGIOUS AFFILIATION HAS A SIGNIFICANT IMPACT ON PEOPLE'S
VALUES, WHICH MIGHT INFLUENCE THEIR WORK BEHAVIOR AND
PRIORITIES. RELIGION CAN INFLUENCE HOW PEOPLE PERCEIVE ETHICAL
BEHAVIOR IN THE WORKPLACE, INFLUENCING THEIR DECISION-MAKING.
CULTURAL DIFFERENCES

Management
TYPES OF CULTURAL
DIFFERENCES IN THE
WORKPLACE
EDUCATIONAL
EDUCATION LEVEL CAN BE A PART OF SOMEONE’S BACKGROUND THAT
AFFECTS HOW THEY FIT INTO A WORKPLACE ENVIRONMENT. PEOPLE
WITH DIFFERENT EDUCATIONAL EXPERIENCES HAVE DIFFERENT TYPES
OF CULTURAL CAPITAL THAT THEY USE TO SOLVE PROBLEMS AND
APPROACH SITUATIONS IN THE WORKPLACE.
ESTABLISHING RAPPORT
WITH

Patient
ESTABLISHING RAPPORT
WITH

Patient

ESTABLISHING RAPPORT
WITH PATIENTS
A GOOD RAPPORT WITH PATIENTS LEADS TO A CLOSE AND
PLEASANT RELATIONSHIP. IT ENABLES YOU TO UNDERSTAND
YOUR PATIENT'S EMOTIONS AND EFFECTIVELY COMMUNICATE
WITH THEM.
ESTABLISHING RAPPORT
WITH

Patient

HOW TO BUILD RAPPORT

WITH PATIENTS

MAINTAIN EYE CONTACT

SHOW EMPATHY
ESTABLISHING RAPPORT
WITH

Patient

HOW TO BUILD RAPPORT

WITH PATIENTS

OPEN COMMUNICATION

MAKE IT PERSONAL
ESTABLISHING RAPPORT
WITH

Patient

HOW TO BUILD RAPPORT

WITH PATIENTS

ACTIVE LISTENING

PRACTICE MIRRORING
ESTABLISHING RAPPORT
WITH

Patient

HOW TO BUILD RAPPORT

WITH PATIENTS

KEEP YOUR WORD

 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs

CONCERN'S AND NEEDS

OF PATIENT
PATIENT EDUCATION ALLOWS PATIENTS TO PLAY A BIGGER
ROLE IN THEIR OWN CARE. IT ALSO ALIGNS WITH THE GROWING
MOVEMENT TOWARD PATIENT- AND FAMILY-CENTERED CARE.
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

GATHER CLUES

GET TO KNOW YOUR PATIENT

 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

ESTABLISH A RAPPORT

GAIN TRUST
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

DETERMINE YOUR PATIENT'S

READINESS TO LEARN
LEARN THE PATIENT'S
PERSPECTIVE
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

ASK THE RIGHT QUESTIONS

LEARN ABOUT THE PATIENT'S

SKILLS
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

INVOLVE OTHERS

IDENTIFY BARRIERS AND

LIMITATIONS
 IDENTIFICATION AND
RESPONDING TO PATIENT'S

Concern's and
Needs
HOW TO RESPOND CONCERN'S
AND NEEDS OF PATIENT

TAKE TIME TO ESTABLISH

RAPPORT
 GROUP 5
END OF PRESENTATION
THANK YOU FOR LISTENING