Complaint culture

Revolution isn't ordinarily a phrase associated with optics but that is exactly what is needed in the customer care provided by retail opticians as the complaints culture takes hold.

This was the message delivered by David Burt, chairman of the Optical Consumer Complaints Service (OCCS), at its latest seminar to discuss the issue of complaints against registered opticians in the UK.

Driving that need for adjustment in the way retail opticians interact with customers isn't a failing in their current behaviour or because massive levels of complaints are being lodged. Amendment is needed because of cultural changes taking place among consumers and structural changes in the optical market.