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    How to effectively handle dispensary complaints

    Five simple steps to resolving customer concerns begin by turning ‘A LEAF’

    Take-home message: Having a clear understanding of expectations from optical dispensary consumers is key to being able to resolve complaints.

     

     

    An old adage says: “The customer is always right.”

    I used to work for an optical company that leased optical shops inside J.C. Penney. Our human resources manager modified that rule to say: “The customer is not always right, but he/she is still the customer.”

    As a guide for customer service, we were asked to follow the Golden Rule, which everyone knows as: “Do unto others as you would have others do unto you.” To keep that idea uppermost in every employee’s mind, employees wore a small golden ruler on their lapel or collar.

    Customers and customer service, however, have evolved.

    Today’s consumers are far more demanding and knowledgeable. They expect more value for their money and extremely good service. Consequently, contemporary retail workers are asked to use what I call the “new” Golden Rule: “Do unto others as they would like you to do unto them.”

    The new rule takes into consideration that not everyone will want what you or I might want. It is therefore imperative that you determine what each customer views as valuable and try to provide it. Since everyone is different there is no one formula for success.

    Here’s a process that should help to resolve dispensary complaints more effectively. Use the acronym “A LEAF” to remember the individual steps:

    Anticipate

    The first step in being a good customer service representative is to anticipate what customers are thinking and, more importantly, feeling. Anticipate that returning customers may be angry, frustrated, annoyed, stressed, inconvenienced, disappointed, disillusioned, skeptical, and a host of other negative emotions. All of this equates to a loss of trust in you and your practice. To turn the situation around, it will be necessary to re-establish trust.

    Listen

    Listening is the most important customer-service tool in anyone’s armament. Learning to listen with an empathetic heart will enable you not only to understand what customers are looking to accomplish, but also what assurances they will need in order to trust you to handle the problem to their satisfaction.

    After asking customers what the problem is, simply listen. Listen intently. Don’t rush this process. Customers need to vent. Just allowing customers to vent can often make a situation much easier to resolve. The goal is to determine what customers are looking to accomplish and what it will take to satisfy them.

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