When the Front Desk Gets It Wrong: Service Recovery in Behavioral...

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2026-10-29 10:41:26 -

When the Front Desk Gets It Wrong: Service Recovery in Behavioral Health Practices

Introduction Every practice has a day when something goes sideways. A client is booked at the same time as another client. A callback that was promised for Tuesday never happens. A telehealth link goes out for the wrong date, and someone sits alone on a blank screen at their appointment time. These moments feel small from the inside of an office, but for a person who worked up the courage to...

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