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Words that Work Booklet


Words that Work is the use of specific phrases, behaviors, and body language to help deliver the service that builds customer loyalty. It is an approach to “scripting” designed to connect emotionally with patients, family members, and fellow staff. These best practices can help you be certain that your customers hear the words and see the behaviors that mean the most to them. Using Words that Work helps to ensure that customers’ overall perception of their healthcare experience is a positive one.

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