Practice—client relationships: handling complaints effectively

Catherine R Coates
Tuesday, February 1, 2011

Effective complaint-handling procedures in veterinary practice are key to client satisfaction. Research has shown that a client whose complaint has been handled well is more likely to remain a client afterwards than if they had never experienced a problem at all. Drawing on research carried out on the quality of service provision, this article identifies and discusses the gaps in service quality that may exist for veterinary practices and describes how these can be overcome, particularly through good communication. A ‘best practice’ approach to complaint handling is then outlined. The article concludes by providing a summary of the key features of an effective complaint-handling procedure which practices should incorporate into their own systems in order to ensure client retention.

Practice—client relationships: handling complaints effectively
Practice—client relationships: handling complaints effectively

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