Complaints and criticism on social media are sadly an unfortunate reality of all public facing roles, and veterinary medicine is no exception. In this lecture, we’ll discuss how to recognise and diffuse complaints as quickly and painlessly as possible and examine the growing influence of social media and its role in complaint management.

Key Learning Objectives:

• Understand what constitutes a complaint and how best to head one off at the pass.
• Be able to confidently address client concerns.