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Q&A: Customer service to promote better behavioral healthcare

For the good of providers and patients, behavioral healthcare facilities need to prioritize good customer service, says Kevin Ann Huckshorn, PhD, MSN, RN, ICADC, a licensed and certified mental health nurse and substance abuse clinician with more than three decades of experience. More than just a way to get repeat customers, customer service also works to de-escalate tense situations and make patients more willing to engage with staff rather than confront them.

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