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Resolving Complaints for Professionals in Health Care

Paperback; 58 pages. For frontline employees, shows that customer complaints are a second chance to make things right. Builds tact, compassion, creative problem-solving and follow through. Case situations, self-assessments and practice exercises for sharpening service recovery and hospital complaint-handling. Great for individuals and groups.

by Wendy Leebov, Ed.D.
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