9:00 a.m.          Welcome and Introduction


9:15 a.m.          Five Steps to Quality Patient-Customer Service

                         (From positive first impressions, to offering service

                         options, to thanking customers for the opportunity to

                         serve them)


10:15 a.m.        Break


10:30 a.m.        Five Steps to Quality Patient-Customer Service, Cont’d.


12:00 n             Lunch


1:15 p.m.          Dealing with Complaints

                         (From the patient and from their family/loved ones)


2:00 p.m.          Handling Angry and Irate Patients

                         (How to do it compassionately and firmly)


2:15 p.m.          Break


2:30 p.m.          Handing Angry and Irate Patients, cont’d.


3:45 p.m.          Wrap-Up:  Action Planning


Tuesday, March 28, 2017

South Texas College

 Cooper Center

McAllen, Texas


Thursday, April 13, 2017

Weslaco Chamber

of Commerce

Weslaco, Texas



“I was diagnosed with cancer.  My medical care is excellent but the customer service stinks.”

– John Tossell, Author


Do you focus on “what is the matter” and “what matters” to today’s patient-customers?

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