Are you relatively new to Veterinary Practice or do you need a refresher? Then this one-day course is for you. Looking after clients well, helping to resolve their problems, can be one of the most rewarding aspects of any client-facing job. After all, you know what a joy it is to be treated professionally by other organisations – and what it feels like when you are not! This course lays down the fundamental client care skills in a lively and interesting format – without role-plays!
Who should attend • Anyone who finds dealing with clients a challenge from time to time. • All those people new to veterinary practice or want a refresher to review their fundamental skills.
Why you should attend Working in the reception puts you in the front line when dealing with all the variety of issues and problems that client’s bring to the practice. Sharpening-up your communication skills and developing ways of handling difficult clients will give you the confidence to enjoy your job more. This fundamental client care course will give you practical tips and suggestions to take back to the practice to start making a difference the next day.
What the programme will cover • Why bother with client care anyway? • Making clients feel special. • Basic communication skills over the phone and face-to-face. • How we can remain calm when we are put under pressure. • How we can profit from complaints. • 5 proven problem-solving techniques.
Your tutor Mac Mackay has a wealth of practical experience of veterinary client care issues and co-authored The Veterinary Receptionist. His interactive and lively presentation style makes him a popular and entertaining tutor on this foundation programme.