MARKETING & MANAGEMENT TRAINING SOLUTIONS

POBox 6999  Daventry  Northamptonshire  NN11 3NJ   Tel +44 (0) 1295 768606  Email: advice@daw.co.uk 

Exceptional Client Care for Veterinary Practices

You know the basics of the job but want to make a real difference?  Then this one-day course is for you.  You’ve had some experience of working in reception at a veterinary practice but feel now is the time to more up a gear and want to explore ways of adding value in the practice. 

Who should attend
• Anyone who is looking for some new ideas to improve their client service in the practice.
• All those people that want to make a positive contribution to the work of their team.

Why you should attend
Clients are becoming better informed, realise that they have a choice and recognise that they have greater power then ever before.  However, clients’ perception of how they are cared for as individuals is evaluated much more stringently than they evaluate the professional advice you give them.  On this workshop you can gain an insight into how to make a positive influence on clients and enjoy your job more.


What the programme will cover
• What does exceptional client care look like?
• Client service cycles and how to avoid the pitfalls
• Developing a team approach to exceptional client care
• How we can add value to what we do – making asking for the money much easier.
• How we can be more assertive yet still show we care.
• Advanced crisis management.
• The non-aggressive approach to getting your way with clients.

Your tutor
Mac Mackay has a wealth of practical experience of veterinary client care issues and co-authored The Veterinary Receptionist.  He has developed an enviable reputation by providing workable ideas on how to add value to veterinary services.  His 3-step approach in dealing with angry clients is recognised as a highly pragmatic approach to reduce tension in many situations.

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