Customer orientation is more than just diplomatic handling of difficult clients; it is a matter of course. In hospitals, nursing homes, and practices, one factor for customer retention is becoming increasingly important: the interaction with patients. The author illustrates how customer orientation can be practiced through numerous examples: How should employees behave when patients become unpleasant? And what can they do when there isn't enough time to care for all patients? With many tips, checklists, and training programs.