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Customer Service Scenarios

Page history last edited by Diane Evans 13 years, 7 months ago

Customer Service Scenarios


Discuss the following situations. Write down what may be said. Explain how you will react: body language (facial expression), tone of voice, volume of voice, words that you will use.


  1. A patient’s husband phones to ask for his wife’s test results.



  1. A patient has been waiting for 30 minutes and wants to know when she will see the doctor.



  1. A patient has just died and the father wants to see the doctor in charge.



  1. A patient is lost and can’t find the Orthopaedics clinic and is now late for her appointment.



  1. A mother has brought in a sick baby and wants a doctor immediately.



Think of another scenario:




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