De-escalation & Problem Solving
The first thing to do when someone is visibly upset.
What is acknowledge their concern and stay calm?
Always answer the phone this way.
What is "Good morning/afternoon, [Clinic Name], this is [Your Name], how can I help you?"
This iconic phrase, often used as a farewell or good luck, is synonymous with the Jedi and the Force.
What is "May the Force be with you"?
In this clinic, personal items like holiday decor or office decorations are not permitted.
What is "No decorations allowed"?
Beyoncé’s 2024 tour and album celebrated this music genre.
What is country (or “Cowboy Carter”)?
This technique involves repeating back what someone has said to show understanding.
What is active listening?
Before placing someone on hold, you should always do this.
What is ask for their permission?
This 2024 animated sequel brought joy and tears with emotional "cores."
What is Inside Out 2?
When you're expecting a site visit, this is something you should avoid mentioning to visitors.
What is "Other Business Vendors"?
This K-pop group remained a global force while members served in the military.
Who is BTS?
The best tone to use in all customer service situations.
What is calm, respectful, and professional?
The best way to handle a call when you don’t know the answer.
What is transfer to the appropriate personnel or take a message and follow up?
Timothée Chalamet reprised his role as Paul Atreides in this 2024 sci-fi sequel.
What is Dune: Part Two?
If the state compliance posters in the clinic are outdated, this is the first thing you should do.
What is "Inform management"?
This West London rapper teamed up with Dave in 2023 for the hit song "Sprinter", which became the longest-running UK rap No. 1 single.
Who is Central Cee?
When dealing with a difficult situation, always follow this.
What is your organization's protocol or chain of command?
If a caller is upset, you should first do this.
What is listen patiently and avoid interrupting?
What is the highest-grossing original film of 2025?
What is sinners?
This log is crucial to fill out regularly for safety compliance in the clinic.
What is the "Fire extinguisher log"?
This viral hit by Sabrina Carpenter became a TikTok sensation in 2025.
What is “Espresso”?
The most important thing to do after a conflict with a Veteran or family member.
What is document the interaction and report it if necessary?
To maintain confidentiality, avoid discussing this over speakerphone.
What is any personal or medical information?
In 2025, this superhero movie marked Hugh Jackman's return as Wolverine.
What is Deadpool & Wolverine?
This practice involves dividing responsibilities and making sure all employees are trained to perform various tasks to ensure smooth office operations.
What is "Cross-training and task delegation"?
Who recently broke the record for the highest attended music concert by a female artist?
Who is Lady Gaga