Practice Quiz

Veterinary Practice Manager

Category - CVPM

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Which of the following are recommended techniques when dealing with the angry or irate client?
  1. Remove the client from the waiting room to a private area
  2. Ask the client not to return, essentially “fire” the client
  3. Never acknowledge the clients anger
  4. Give the client advice, and if it is safe to do so, touch the client in a way that projects understanding
Explanation
Answer: A-Removing the client from the waiting room to a private area is a recommended technique when dealing with the angry or irate client. Often, removing a client from an audience of other clients will encourage them to discuss matters in a calm and reasonable manner.
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