Managing Customer Complaints - Veterinary Assistant Flashcards
How should we try and feel when handling client complaints?
We should try to remain calm, remember it’s not an attack on us and that the important part is de-escalating the situation
Why should we listen to client complaints?
-Humans have a deep rooted need to be heard and acknowledge
-Even if it seems minor to us, it could be a huge deal for the client
-Sometimes a client is just redirecting their anger over something else and is using this as a way to vent
-This is when we can utilize our active listening skills
Why is being kind important when handling client complaints?
-Being kind can help de-escalate tense situations
-Being kind can help put you and the client on the same “team” regarding their complaint
-Reassure your client their complaint is valid so they feel heard and acknowledged
How should we acknowledge the complaint?
-Reiterate the clients concerns/rephrase
-Show compassion and comprehension
-Show that we’re eager to find a solution to the clients concern
-Thank them for their understanding and patience
-Offer an apology
If we offer an apology, are we admitting fault?
No! When offering an apology you’re apologizing for the clients poor experience and concern that they had. An apology doesn’t mean that you’re offering an admission of guilt
What do we do after the complaint has been resolved and de-escalated?
-Ask for clarification regarding the clients concern of their pet
-Take this time to rebuild any potential lost trust with the client
-Don’t repeat questions they have as this could lead to another escalation where they think you aren’t listening
Why should we document their response?
-It’s vital in the veterinary field to document any and all contact with clients and patients
-When we document a response it can prepare the team for future occurrences
-Documenting client complaints can allow us to see flaws in our system
Why should we follow-up with the client?
-Following up with a client can show them we genuinely care
-Satisfied clients are more likely to come back
-Satisfied clients are more likely to recommend your practice to family, friends, coworkers, etc
-Ensuring all their needs have been met can prevent further situations like this
Why should we come out from behind the desk?
-Coming out from the behind the desk can help break the client-receptionist barrier
-When appropriate, we should bring ourselves face to face to the client, sit beside them, bring them to a private room, etc.
