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ABSTRACT:
Receiving complaints in a veterinary practice is no fun, and front-line staff can feel uncomfortable bearing the brunt of an angry client's strong emotions. This article looks at the problem of not handling them professionally and makes the case for a positive attitude. It concludes with a practical three-phase approach to dealing with complaints. Dealing with the emotions of the complaining client through understanding, acknowledging and solving the problem, achieves better outcomes for the client and the practice.
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Notes on contributors
Adrian ‘Mac’ Mackay
Adrian ‘Mac’ Mackay BSc (Hons) DipM MCIM PCertM MCMI CMgr MBA
Adrian ‘Mac’ Mackay has run many successful client care courses for veterinary practices across the country and can help your practice achieve a competitive edge. He also co-authored the first and second editions of The Veterinary Receptionist, published in 2001 and 2009. He can be contacted at [email protected]