Your to do list is:
watch the video above for a training session on handling feedback ✅
checkout the full complaints script below ✅
review your current complaints process and compare it to this, what improvements could you make? ✅
check your governing body’s rule book for complaints handling ✅
make sure your complaints process is available to your clients through your engagement and onboarding process ✅
make sure your clients know how to escalate complaints to your governing body should they wish to ✅
if you’ve died and gone to heaven with this level of processes, scripting and templates in your business then take a look at the world of Practice Makes Perfect to take more of mine and implement them into yours ✅
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If that wasn’t enough, over the next 2 weeks I’ve got these juicy incentives:
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Okay, here’s the full script for handling complaints in your practice:
Step 1: Listen
"Thank you for bringing this to my attention. I want to ensure I fully understand the issue, so please feel free to share all the details with me."
(Allow the client to explain their complaint fully. Don’t interrupt; just actively listen.)
Step 2: Empathise with the client
"I can understand that must have been difficult for you, especially at such a crucial time."
"I can see how frustrating this must have been. It’s important to us that you feel supported, and I appreciate you taking the time to explain."
Step 3: Apologise
"I'm really sorry to hear how let down you feel, we always want our customers to be happy."
OR
"I'm sorry you've had cause to raise a complaint, we pride ourselves on our happy customers so would never want anyone to feel let down like this."
Step 4: Take responsibility and offer a solution
"We will investigate the complaint fully, but first I'd like to help you fix the problem. What can we do to make you feel better here?"
"I assure you that we take this very seriously. Once we understand what went wrong, we’ll ensure it doesn’t happen again."
Final Assurance:
"Thank you again for your patience and for giving us the opportunity to make this right. We'll keep you updated throughout the process."
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