When speaking with patients over the telephone, showing patience, compassion and interest in their problems will keep them interested in doing business with you.  Customers find it simpler to just take their business elsewhere than to complain; they often feel it’s not worth the time it will take to get a complaint resolved when they can get similar service from a competitor.  If you and your staff demonstrate that you really do value their business and want them to stay, they likely will.

When you demonstrate patience, you show that you understand that the customer experience is key to your business success.  When a patient calls to complain or ask for help, engage them in conversation.  Listen.  Seek constructive solutions.

Suppose, however, that a caller is angry or confrontational.  Instruct staff that it is absolutely critical to maintain calm.  Let them know you want to help them, but you need all the information.  You’ve heard the expression “Kill them with kindness.”  Remember it in a conflict situation, because often when you are patient and kind to an angry caller, they will realize they are out of line and your demeanor will help them back down.