Explain how you deal with an unhappy or upset patient.
The interviewers ask how you deal with an unhappy patient to evaluate your communication, problem-solving, and customer service skills. When you have an unhappy patient, you must treat them calmly, professionally, and with respect. The interviewers want to see that you take time to actively listen, understand why they are upset, and resolve the issue. Describe your method and approach to working with an unhappy patient.
"I worked as a retail sales associate during college, where I developed exceptional customer service skills. When I have an unhappy patient, I apply the same skills as when working in retail. I calmly ask the patient why they are upset, listen to their answer, acknowledge what they have said, and offer a solution. Generally, people want to be heard and acknowledged when they are unhappy. I have found my approach works most of the time. However, there will always be people who will remain unhappy no matter what I try to say or do. All I can do is try my best to make them happy."
