When You Answer the Phone, You Know Immediately That the Caller

question 18

Multiple Choice

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

• A) Interrupt the patient and ask for her name
• B) Promise the patient that everything will work out
• C) Listen carefully and acknowledge the patient's anger
• D) Talk down to the patient if she will not listen
• E) Shout that you cannot fix anything until she tells you who she is

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