MENU
Complaints are an inevitable part of professional practice – but handled well, they can become powerful opportunities to build trust, strengthen relationships, and improve services.
On 22 April, 12.30pm we’re hosting a practical and engaging webinar designed to help practices move from policy to practice when it comes to managing complaints. This session will focus on how a clear, accessible complaints policy can support both your team and pet owners, even in challenging situations.
What the webinar will cover:
-
The benefits of a clear complaints policy: discover how transparency and consistency help build trust, improve communication, and enhance overall service quality.
-
Principles of an effective complaints policy: learn what makes a policy friendly, clear, and accessible and how to ensure it works in real-world situations, not just on paper.
-
Reframing complaints as opportunities: explore ways to shift mindset and view complaints as valuable feedback rather than burdens, supporting continuous improvement.
-
De-escalation techniques for tense situations: gain practical strategies for responding calmly and constructively to distressed or frustrated pet owners.
This webinar is ideal for practice owners, managers, and team members who want to feel more confident handling complaints and turn difficult conversations into positive outcomes.
To register your place for this event, please click here.
