{"product_id":"resolving-complaints-for-professionals-in-wendy-leebov-ed-d-9781480072534","title":"Resolving Complaints for Professionals in Health Care","description":"Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following through and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Wendy Leebov Ed D.\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1480072532\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781480072534\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Createspace Independent Publishing Platform\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 10\/22\/2012\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 56\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.19lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.12d","brand":"Wendy Leebov Ed D.","offers":[{"title":"Paperback","offer_id":44123949826303,"sku":"9781480072534","price":10.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_7da527b1-5539-4b8e-89b5-fc230bcef95c.jpg?v=1687433853","url":"https:\/\/www.whiterainbookhouse.com\/products\/resolving-complaints-for-professionals-in-wendy-leebov-ed-d-9781480072534","provider":"WR Book House","version":"1.0","type":"link"}