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CPD: Practice essentials

The DNA of effective complaint resolution

Professional adviser to the Optical Consumer Complaints Service, Richard Edwards, discusses the ‘what’ and ‘how’ of handling complaints from patients

06 Dec 2019 by Richard Edwards BSc, MCOptom

Managing disappointed or plain angry customers is an inevitable part of an industry that delivers over 22 million eye examinations and dispenses over 15 million pairs of spectacles each year.

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