How to respond to dissatisfied patients.

摘要

Every dental practice-no I matter how strong its customer service is-occasionally will receive complaints from patients. While excellent customer service can prevent most complaints, misunderstandings still can occur between a patient and the dentist or staff members. How the dentist and staff members respond to patient dissatisfaction is a true test of the practice's customer service system.When a patient complains, the dentist's and staff members' first reaction often is to be defensive or in denial. The assumption is that since most patients are satisfied with the practice, this one unhappy patient must be wrong somehow. Even if there is an attempt to resolve the matter, there is a tendency to believe that the office is right and therefore no changes need to be made.