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Superior Recovery Techniques with Difficult and Demanding Patients

Friday, April 12

3:45 - 5:15 PM

1.5 CDE Credits – DDS, DH, DA, AUX


Most patients, around 96%, won’t tell you when they’re unhappy – they’ll tell everyone else via Yelp, Facebook, etc. If only 4% of unhappy patients do bring a matter to your attention, treat it like a precious gift. Superior service recovery sends them out the door feeling as if they’ve just done business with the greatest dental practice on earth. This session will help attendees learn how best to handle difficult situations (face-to-face, via phone or virtual), which can be an intimidating or challenging – especially if they are charged with emotion.

This session will enable participants to:
- Resolve complaints faster, transforming conflict into cooperation.
- Understand why members may become difficult and demanding.
- Discover how to handle member demands without getting drawn into an argument.
- Learn the 5-Step Recovery Process to become a problem solver.
- Identify critical keys to maintaining excellent rapport with patients.
- Recognize situational service strategies to handle patients’ needs more efficiently.


Kelli Vrla, B.B.A., B.A., C-CSP

Founder of, Kelli V helps healthcare pros boost staff engagement, diminish distractions, and delight patients with WOW NOW best practices. Kelli V is a Certified Speaking Professional and active member of the National Speakers Association (NSA) for over 20 years, where she has served on the Board of Directors for the North Texas Chapter. Kelli V energized listeners as a morning drive host on the nation’s first all-women, all-talk radio station. Her current publications include: “Hit the Reset Button: Prevent Burnout and Quiet Quitting” and “Ready, Set, Engage: How to Tap in, Tune in an Turn on Your Workforce!” Conflict of Interest: None listed.

Kelli Vrla, B.B.A., B.A., C-CSP
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