Customer Service

Patient presenting is seated, waiting for his appointment to see the physician. The clinic is very busy today and appointment times have been delayed. The patient gets up from his seat and walks to the counter to speak with the participant. He has been waiting to see the physician for two hours.


Learning Objectives:

1. Demonstrate the ability to listen effectively, ask proper questions, and provide appropriate information to the veteran.
2. Demonstrate the ability to handle conflict with the veteran and turn customer service disappointment into a positive experience.
3. Demonstrate the ability to communicate essential data to the veteran/caregiver/provider when needed.

Additional information

Learner

Nursing

Contributor

Houston VA

Case Setting

Clinic

Specialty

Internal medicine

Room Size

12 x 12

Language

English

Status

Not For Purchase