Page 27 - Client Coordinator

3010 – Complications and Client Complaints

Results Statement: To create confidence and efficiency in handling client
complaints and complications with the care of clients’ pets. To
handle those complaints with good listening, empathy, and
fairness.

Primary Responsible Position: Receptionists

Participating Positions: DVM’s, Client Coordinator, Execs, Techs, TA’s

Key Points:
 Complaints are our chance to IMPRESS! We all have had complaints about businesses. It’s how the
business listens and understands.
 Complaints are almost always caused by miscommunication or a lack of communication.
 Try to determine when or if WE may have failed to properly communicate.
 Complaints should be very RARE.
 ALL complaints should be reported to a manager so we can do everything to prevent them.
 Complaints should be understood enough that they ALL can be solved with common sense. LISTEN!
 Resolutions should be fair to both the client and the hospital.
 Resolutions should be more in favor of keeping the client happy rather than us.
 If a client does not end COMPLETELY SATISFIED to the point they would refer their friends it is
dangerous to all of our jobs!

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