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Steps 1-3
You’re doing great.
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Steps 1-3
Be patient and let the customer finish what they’re saying or you may miss vital information.
Remove distractions so you can maintain eye contact. This will show the customer that they have your full attention and will help you build trust with them.
You may not agree with a customer’s statements, attitude, behaviour and/or management of their symptoms, but you should try to understand their point of view and respond appropriately.
Don’t worry, you can come back and finish the assessment in your own time.
