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Talking to Unhappy Clients on the Phone

Views: 10606 - Comments: 2

Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.

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Kaitlyn Sanborn's picture
Kaitlyn Sanborn

Enrolled: 03/2013

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Stephanie  Davis's picture

If a client calls asking/wanting medical advice over the phone and whether or not they should come in with their pet, how would you answer those type of questions?

Kaitlyn Sanborn's picture

Hi Stephanie,

Great question, this can come up at the front desk a lot! Sometimes the answer is a very clear "yes, your pet should be seen," like if their pet ate something toxic for example. However, if the client describes something more vague then that's trickier.

The phrase that I fall back on in these conversations is, "If you're concerned about what's going on with your pet right now, then so are we." It can help communicate empathy for the client's situation, and it let's them know that you're both on the same team when it comes to their pet's care. From there you can chat with them about coming in to see a doctor, who can take a thorough look at their pet to make sure they can come up with the best treatment plan possible.

We have a video specific to phone triage that has some more detailed information on what we do at our hospital, I'll link that below if you're interested. Please feel free to reach out with any other questions you might have!