Client Communications: Managing Difficult Clients 

Finance is always the hardest issues to deal with. I work at a Cat Hospital and I have tremendous respect for our receptionist. Your the first person a client talks with.

Thank you for giving the different perspectives of what could be going on in a client’s life before we even see them. I love the idea of moving them off. How are you dealing with difficult clients while also social distancing?

The algorithm pops up just before I am to meet a nasty client tomorrow. I’ve had all kinds of anxiety over this upcoming encounter because this client is a bully and verbally abusive. She goes off relatively unprovoked (strange twist - this person is a veterinarian!!)

We need to change this, instead of asking your CSR to turn into a robot with no feelings of thier own, encourage to public to approach it like they would be telling thier friend about the issues. This society has allowed the adult tantrum and mistreatment of workers for far too long.

Aka karens

A receptionist should never approach the doctor with "You might want to know this before you do a 'bunch of stuff'" First- speak with professional respect Receptionist to the doctor: "Mrs. Smith is concerned abt the cost. She says she doesn't have much to work with". When talking to Mrs. Smith, receptionist can calmly say keeping her hat on (not allow the steam of frustration to pop it off)- I understand. I'll let the doctor know. He is very good at offering you options... let's get you scheduled in for as soon as possible" If the schedule is booked for several weeks the client may get even more upset. Then say, " we are scheduled for several weeks. Let me talk to the doctor and see if there is any squeeze room... I'll call you back as soon as I know what we can OR CANNOT DO" -- saying that it is possible that we "cannot do" prepares them , hoping, they'll take it a little better if you have to tell them the schedule is too full to fit them in right away. Then give them an alternative number for another veterinarian or emergency care. If they continue to press, reception can say with stable carinf empathy, I'm sorry I wish we had the time. Then offer the numbers again. Or say the other veterinarian is very helpful. Then let them know you have another client to care for. And sometimes, if the client keeps ranting in anger and is cursing and getting abusive, receptionist can say, I'll take your name and number and call back as soon as I am able. -Be steady and gentle and firm in storm - approach doctor and clients always with respect. Do not tell doctor "you should... before you do all that stuff " ... most good doctors always discuss with client a few options of care and cost and then give an estimate before ever going further. A professional receptionist gives the doctor the information for them to decide what is best due to their professional knowledge. The receptionist does not tell the doctor what they "should do". I'm sure their trying to help, but empathy and respect for clients and doctors is a bit missing here.