Monthly Archives January 2021

Revisiting Customer Service

    Recently every manager group that I am involved with has discussed difficult clients. The challenges of Covid-19 quarantines, election-year drama, and social disruption have all exacerbated the public’s anxiety level. In normal times practices will have a few difficult people but now they seem to be coming out of the woodwork on a daily basis. For many years I have trained customer service and communication skills. I have always believed with better communication there are fewer negative customer situations and less need for conflict resolution.  As irritated and short-fused as our clients seem to be, I think we
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