A HUGE DISAPPOINTING APPOINTMENT MESS
A HUGE DISAPPOINTING APPOINTMENT MESSLet me present a balance review, stating the good points first. Prices are competitive. Service by the dentist was professional. Let's move on to why 1 STAR was given to this establishment.
As with all businesses, first touch points are either socials or website. On their website, you will be given a phone number, or a WhatsApp link. Phone number is for show, they will never pick up the phone. Which leads to the second way to make an appointment, through WhatsApp.
The admin who is manning the phone has issue with setting appointments, constantly reiterating incorrect information, flip flopping on appointment timings.
Secondly, upon reaching the clinic at the stipulated timing, the front desk was dismissive and mentioned the waiting time is an hour. This is despite reaching early, and the clinic staff reconfirming the appointment timing the night before.... Rather incompetent.
Naturally, we were unhappy, and reiterated that if appointment timings can vary so much, why bother making one in the first place? No reply was given by the front desk staff.
My fiance then gave the clinic a negative review on Google, and was then "expedited" to meet the dentist, all in all waiting time was "15 mins" over the appointment time.
The nail in the coffin was the reply by the clinic to my fiance on Google review. It made her seem as though she was making a big fuss over a 15 mins wait, and they have already investigated this internally. Apparently they do gaslighting services as well.
All in all, front desk staff have to step up their game, don't be a liability to the dentists who are doing their best. Appointments has to be optimised. Also work on some basic customer service skills.
To the owner of this clinic, it won't hurt to apologise first, then apply service recovery. Some customer service courses for your front desk will improve the situation tremendously. Hopefully Kim's Dental will do better the next time and not disappoint future customers.
PS: receipts of the conversations are attached for reference and context.
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