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  • Members and students
    • SEE Hub
      • SEE Resources
        • SEE Resources – sustainability policy template
        • SEE Resources – action on waste
        • SEE Resources – carbon footprinting
        • SEE Resources – Race to Zero and COP26
        • SEE Summit recording
      • Sustainability Self-assessment Tool
      • How the optical community is going green
      • Submit a case study
    • Clinical Hub
      • Focus on …
        • Focus on … dry eye disease
          • Focus on … DED introduction
          • Focus on … DED definition and classification
          • Focus on … DED pathophysiology
          • Focus on … DED prevalence and epidemiology
          • Focus on … DED assessment
          • Focus on … DED diagnosis
          • Focus on … DED management
          • Focus on … DED education
          • Focus on … DED references and further reading
        • Focus on …OCT
        • Focus on … myopia management
          • Focus on … myopia management introduction
          • Focus on … myopia management – pharmacological
          • Focus on … myopia management – spectacle lenses
          • Focus on … myopia management – contact lenses
          • Focus on … myopia management – behavioural
          • Focus on … myopia management – surgical
          • Focus on … myopia managament – updates
      • Clinical and optical acronyms
      • Glossary of clinical and optical terms
      • A-Z of common eye conditions
        • Allergies
        • Blepharitis
        • Charles Bonnet Syndrome
        • Conjunctival Cysts
        • Conjunctivitis
        • Dry Eye
        • Corneal erosion
        • Corneal Ulcer
        • Endophthalmitis
        • Episcleritis
        • Foreign Bodies
        • Keratitis
        • Lids – Lumps and Bumps
        • Ophthalmic Shingles
        • Pinguecula
        • Pterygium
        • Sub conjunctival haemorrhage
        • Uveitis and Iritis
        • Visual migraine/Ocular migraine
    • CPD
      • CPD Dashboard
      • Our Events
      • Online CPD
      • How to book onto an ABDO CPD event
      • How to cancel a ABDO CPD event
      • Safeguarding
        • Child safeguarding
        • Adult Safeguarding
      • Professional development toolbox
      • New FBDOs & CPD
      • Considering a career break or Re-joining the register
        • Considering a career break
        • Rejoining the register
      • Guide for CPD Authors
      • Archived CET articles
    • Examinations
      • Dispensing examinations
      • Contact lens examinations
      • ABDO Level 4 qualifications
      • WCSM
      • Examinations information
        • ABDO examinations calendar
        • Examination venues
        • Examination policies
        • Duplicate certificates
        • Examination FAQs
        • Examination contacts
        • Training institutes
      • Advanced qualifications
      • International applicants
      • Graduation
      • Examinations news and updates
    • Advice and guidelines
      • Regulatory
        • British Standards
        • Consumer rights
        • Contact lenses
        • CPD
        • Data Protection
        • Duty to refer
        • GOC regulations & standards
        • Indemnity Insurance
        • Infection Control
        • Legal aspects of low vision
        • NHS GOS services
        • NHS & Legal Requirements
        • Patient record cards
        • Safeguarding
        • Supervision
        • Small Glasses Supplement (SGS)
        • Use and supply of drugs
      • Clinical
        • Contact lenses
        • Dispensing for people with complex or additional needs
        • Domiciliary services
        • Duty to refer
        • Enhanced Services
        • Low vision
        • Ophthalmic lenses
        • Paediatric dispensing
        • Patient record cards
        • Refractive surgery
        • Sale and supply of spectacles
        • Use and supply of drugs
      • Advice
        • ABDO International
        • Advice In Practice
        • Business Advice
        • Complaints
        • Examinations
        • Policy and Public Affairs Brief: June 2019
        • Position Papers
        • Social media and media relations
        • Support for ABDO Members
        • Update on RFU Goggles
      • Updates
    • Business hub
      • Growth
      • Leadership
      • Teams
      • Customer
      • Marketing and product
      • Expertise and additional support
      • Management and Leadership Training
        • Management and Leadership Training Courses
        • Management and Leadership Training Diploma details
        • Management and Leadership Training – Management Essentials Certificate
        • Management and Leadership Training – Growing Leader Certificate
        • Management and Leadership Training unit details
        • Management and Leadership Training Case Studies
    • International
      • ABDO College international courses
    • Forums
    • Ophthalmic Lens Availability Online
    • Dispensing Optics Online
    • View your receipts
    • Update your personal details
    • Update work details
    • Locum registration options
    • Locum search
  • For the public
    • eyecareFAQ
      • Adult eyecare basics
        • Computers and your eyes
        • Contact lenses
        • Driving and your eyes
        • Eye diseases of old age
        • Healthy you, healthy eyes
        • Laser eye surgery
        • Parts of the eye
        • Your eyes in your 40s and beyond
      • Children’s eyecare
        • Amblyopia and lazy eye
        • Children’s eyecare basics
        • Myopia
      • At the opticians
        • At the eye test
        • Equipment in optical practices
        • Eyecare at home
        • How to complain
        • Minor Eye Condition Service
        • People with disabilities
        • Shared care schemes
      • Eyewear
        • Spectacle lenses
        • Spectacle frames
        • Sunglasses
        • Sports eyewear
        • Sports eyewear for children
        • Winter sports eyewear
        • Looking after your glasses
        • Orthokeratology
        • Protective eyewear
      • Eye conditions
        • Astigmatism
        • Cataract
        • Blepharitis
        • Diabetic eye disease
        • Dry eye
        • Glaucoma
        • Low vision
        • Keratoconus
        • Macular degeneration
        • Red eye
        • Refractive errors
        • Retinal detachment
        • Retinitis pigmentosa
          • Careers in eyecare
        • Thyroid eye disease
    • Find an optician
    • Eye info for kids
    • Leaflets about eyecare
  • Policy and regulation
    • Consultations
      • DHSC consultation on healthcare regulation response
      • GOC Illegal Practice Consultation Response
      • Consultation on ABDO Strategy 2022-2026
      • Regulatory reform consultation summary
      • Optical Workforce Survey
      • Syllabus Review
      • ABDO, AOP and FODO response to the MHRA consultation on medical devices.
    • Position papers
    • Advice and guidelines
    • Diversity, equality and inclusion
    • Environmental Sustainability Policy
    • Optical Confederation
    • England
      • LOCSU news
    • Scotland
    • Northern Ireland
    • Wales
    • Voucher values
  • About us
    • ABDO’s strategic plan for 2022-2026
    • The role of a dispensing optician
    • Latest news and features
      • Member notices
    • Contact us
      • ABDO staff
      • ABDO regions
      • ABDO board
      • ABDO committees
      • Work with ABDO
    • About ABDO Membership
      • Access your membership benefits
        • British Standards Access for ABDO Members
      • Meet the membership team
      • Member testimonials
      • Tax relief on membership
      • Support for ABDO members
      • Membership forms to download
      • Membership fees and how to pay
    • ABDO awards
    • ABDO Benevolent Fund
    • Annual Plan 2022
    • Annual Plan 2021
    • Annual report 2020
    • Annual report 2019
    • Media centre
    • Vacancies
    • National Resource Centre
    • Equal Opportunities Policy
    • Privacy policy
  • ABDO advice on Covid-19
    • Return to practice resources
      • Patient pre-screening form
      • PPE advice and guidance
      • Manufacturer guidance on frame cleaning
    • Advice on Covid-19 for England
    • Advice on Covid-19 for Northern Ireland
    • Advice on Covid-19 for Scotland
    • Advice on Covid-19 for Wales
    • Domiciliary eyecare during the Covid-19 outbreak
    • FAQ on optical practice and Covid-19
  • Join ABDO
    • Member testimonials
    • Membership forms to download
    • Membership fees and how to pay
    • Online registration for new members
    • Access your membership benefits
      • Online benefits
      • British Standards Access for ABDO Members
      • Patient Leaflets
      • Corporate items shop
    • Meet the membership team
    • Thinking of taking a break…?
    • Changing your details
    • Insurance and why you need it
    • Tax relief on membership
    • Complaints policy

Follow the links on this page to find out more about consumer rights and customer feedback. The top link in each section has a few short tips for quick wins, the following articles enable you to learn about each topic in more depth.

  • Customer service
  • How to Regain Trust and Loyalty
  • Get the facts: consumer rights
  • Consumer rights and your responsibilities
  • Quick wins: dealing effectively with customer feedback
  • Next steps: dealing effectively with customer feedback
  • Mystery shopper and customer satisfaction feedback
  • Net Promoter Scores and your practice
  • Patient Feedback
  • Customer service – customer pain and customer gains
  • Customer Service Essentials
  • Customer Service Top Tips
  • Embracing equality and access
  • The benefits of online reviews – getting them and responding to them
  • The importance of online reputation management for your practice
  • The importance of a Google business listing
  • Monitoring Online Brand Reputation
  • How to engage with your customers to drive business
  • IASME Consortium
  • What is Cyber Essentials?
  • About ABDO
  • About Dispensing Optics
  • Student & Members
  • Privacy Policy
  • Contact us
  • Website design by IE Digital

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