Below are three different scenarios. Please read each one and craft a response that is customer-friendly and will help retain the customer. In 1-2 pages, provide your response, briefly explain the reasoning behind your responses, and what actions you would take to come up with a solution for the patient.
1. Mr. Jenkins is on the phone trying to make an appointment. “I have been waiting for 20 minutes, what takes you people so long?” 2. Mrs. Martinez came to your office to say, “The service in the Registration Office is completely unacceptable. They had the wrong paperwork for me and I had to wait an hour for them to locate MY information. Now my lab orders are missing! I want this fixed NOW!” 3. Mr. Goldberg is here for lab work. “You are doing this completely wrong. You are incompetent! I want to see your supervisor immediately, so I can have you fired.”