Explain five things the assistant should do when handling a complaint from an angry caller.

Answers can include any five of the following:
1. Identify the reason for the person's anger and treat it seriously
2. Slow down your rate of speech and lower your voice pitch and volume
3. Remain calm and listen carefully, do not monopolize the conversation
4. Change your physical position to regain composure, repeat information to verify that you understand the problem
5. Express your concern and your desire to help and then take action
6. Document the call
7. Ask the caller to repeat any instruction you have given to him or her
8. End the call in a cordial manner
9. State what action you will take
10. Report the call to the physician and/or office manager.

Confirmed correct