Effective complaint handling could prove to be a highly significant part of the long-term performance and success of your dental practice.
According to the Institute of Customer Service, four out of five people would tell others if they felt a complaint had been handled badly, while almost all would recommend a company to friends if a complaint had been resolved efficiently.
It’s therefore highly important to equip your staff with the skills required to respond in the right way when someone raises an issue. Here are some of the particular abilities that can prove valuable for customer services staff:
Showing respect and gratitude
You can go a long way towards repairing and improving customer relationships by thanking people for offering their views and respecting their position. If a complaint is handled in a short-tempered or disrespectful manner, it could result in irreparable damage to your brand.
Customer services professionals should be able to put themselves in the position of the complainant and develop an understanding of what has prompted the individual to take this action. They will then be better-placed to start a healthy dialogue with the customer and find a solution.
Sometimes, a customer making a complaint simply wants to feel that they are being listened to, and their views are being taken onboard. While it might sound simple, really listening to someone and showing that you can understand their point of view is a particular skill that must be learned and honed.
A proactive member of staff – who is able to not only listen to complaints, but take the prompt action required to resolve the problem – is a hugely valuable asset. If complaints are put to one side or even forgotten about, your customer relationships and brand reputation could suffer as a result.
To find out more about training designed to equip your staff with these and other skills, get in touch with Designer Dental Training today.