Customer complaints workshop

Reputation rescue: complaint handling for optical practices

In today’s world, one bad review can go viral – and suddenly, your practice is on the defensive.

A single mishandled complaint can spiral into lost patients, a deflated team and reputational damage… even when it’s not your fault.

That’s why we’ve created Reputation rescue – a practical, confidence-building workshop designed to give you and your team real-world strategies for managing complaints professionally and positively. Whether it’s handling difficult conversations or spotting problems before they escalate, this training helps you protect what matters most – your reputation and your patient relationships.

Your team will learn how to:

✔️ Spot and resolve concerns before they escalate
✔️ Handle complaints with calm professionalism
✔️ De-escalate tense situations and prevent bad reviews
✔️ Turn unhappy patients into loyal advocates

Workshop includes

Interactive presentation
Two breakout group exercises
Role-play practice with real-life scenarios
Printable reference sheet for daily use

Course format

Live online workshop (90 minutes)

Audience

Patient facing optical staff at all levels.
Perfect for: ✔️ Receptionists ✔️ Optical assistants ✔️ Dispensing opticians ✔️ Optometrists ✔️ Managers and owners

Resources

We will use both the SPIKE (delivering bad news) and the 3 F’s (complaint handling) techniques as the basis for learning and using going forwards.

Trainer

David Samuel – SightCare Business Coach

David worked in independent practice for over 35 years, firstly as a Dispensing Optician and Contact Lens Practitioner, then as the business grew as Managing Director. David and his team grew Eyesite to become one of the most respected and progressive independent groups in the UK. Read more