Office communication must be direct, sincere, and accurate. Communication must also be done in a way that creates value for the patient (or customer). Identifying bad communication will help show steps that should not be taken in the future.

Give an example of ineffective communication that resulted in bad customer service in a medical office. Discuss strategies for overcoming perceived service issues.
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Ineffective communication often results in a patient missing important information. An example of bad customer service involves an office receptionist/scheduler telling the patient that he/she is scheduled to have lab work done on a specific date and what time to arrive, but fails to go over the fasting instructions with the patient. The patient arrives at the office for the …

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