"I have some training in resolution management and professionally handling customer and patient complaints. I would rate my skills in this area a 9/10. I am confident in my ability to create a resolution with a patient unhappy with their service or treatment. Recently, I had a patient complaint against one of my team members. They said my team member was rude to them on the phone when they called with a question about their bill. I told the patient I would speak with my team member and call them back afterward. I called the team member in question to my office and asked for their side of the story. They were honest and said they were rude to the patient because they were having a bad day and they lost their patience. They apologized for their behavior and asked if they could write a note to the patient apologizing for their actions or call and apologize. Since the patient was quite upset when I spoke with them, I told my team member to wait until I called the patient to see if they wanted to speak to my team member. I called the patient, explained what happened, apologized for my employee's behavior, and asked if they wanted a direct apology over the phone from my team member. They said that would be nice and agreed to speak with my employee. I listened while my employee sincerely apologized, and the patient was satisfied with the outcome. In my experience, unhappy patients and customers just want to be heard and acknowledged when they are upset with the service they received."