TS

Tanya S. 8 months ago • From Google

Rating

Bad

Reception refused to help during difficult time

I experienced poor customer service at reception. I called in the morning to follow up on an administrative form related to a recent bereavement in my family. After selecting an option for appointments, the receptionist declined to assist me. When I explained the sensitive circumstances surrounding my situation, I was told help would only be available later in the day due to anticipated call volumes, despite my having reached someone immediately when I called. This response felt dismissive and lacked compassion during an already difficult time. I felt that a brief check of the relevant records would have taken minimal effort and would have been the considerate approach given the circumstances. I believe the reception staff would benefit from training on how to handle calls from people experiencing grief and loss, with greater emphasis on showing understanding and empathy during such sensitive situations.

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