Page 461 - eBook Version 8 Book 1 of 2 JUL 2022

Acknowledge
□ Knock, asking permission to enter
□ Smile, make eye contact, greet pleasantly
Introduce
□ State name and role at Children’s
□ Highlight skill and expertise (certs, years) of self / others the customer will encounter
Duration
□ Share wait times, procedure time expectations
Explanation
□ Explain all processes and procedures
□ Provide clear expectations
Thank you
□ Express appreciation for their cooperation,
time, and/or entrustment of care
□ Ask what else you can do
ALWAYS:
□ Listen to what the customer is saying
□ Ensure body language is relaxed, calm, open and non-threatening (don’t seem rushed)
□ Use appropriate emotions such as empathy, enthusiasm, positive attitude, and warmth