Customer Service Intelligence

The majority of team members in a veterinary practice entered the profession because they wanted to work with animals. Whilst patient care is obviously a priority, good communication skills are just as important as good clinical skills. To ensure that patients receive the standard of care they deserve it is imperative that we deliver excellent customer service to our clients. Before we can begin to do this, we need to know what our clients expect from us.

Upon successful completion of module, participants will be able to:

• Understand their role as part of the professional health care team in relation to responsible pet ownership, pet advocacy and client care advocacy
• Uncover client expectations and perceptions
• Understand basic consumer behaviour
• Understand how to build rapport and identify client needs
• Understand styles and modes of communication

First impressions are critical. Clients form an opinion about our practice and our standards of care from the very first contact they have with the practice team. The team must have the knowledge and skills required not only to make an excellent first impression but to develop a professional relationship with the client built on trust and mutual respect.

Upon successful completion of module, participants will be able to:

• Understand the power of first impressions in the practice and on the telephone
• Understand why personal presentation counts
• Utilise recognition and acknowledgement skills
• Identify professional telephone communication skills

The telephone is arguably the most important piece of equipment in your practice. On average 85% of business comes via the telephone. In almost every client relationship, the first contact begins with the telephone call. In most cases whether or not the client decides to visit the practice will be dependent on their experience with you on the telephone. How you greet them when you answer the telephone, acknowledge the client and provide information is essential to the future relationship you have with that caller.

Upon successful completion of module, participants will be able to:

• Understand the importance of sales skills within the veterinary practice
• Implement techniques for presenting products and services using a contemporary approach to selling
• Understand the usage of advanced questioning, key features and meaningful benefits
• Manage situations when clients object or need more information to make buying decisions

Successful patient care is about educating the client and ensuring they are in a position to make an informed decision about caring for their pet. Practice teams need to present information about products and services in a way that the client can understand and relate to. This module will ensure participants are competent and confident in discussing products and services in line with your best practice recommendations.

Upon successful completion of module, participants will be able to:

• Understand the grief process
• Develop strategies to support grieving clients
• Understand why clients can be difficult
• Strategies to handle difficult or aggressive clients

Though each client and situation is unique, supporting difficult or grieving clients is much easier with the right skills. This module will equip participants with a tool box of advanced communication and personal effectiveness skills to professionally manage these interactions.

Upon successful completion of module, participants will be able to:

• Understand how to professionally hand over the client from the consultation room to the reception counter (Veterinarian to Receptionist/Nurse)
• Identify the steps to presenting invoices and estimates for future services
• Define the skills required to make an excellent lasting impression with clients

Last impressions are as critical as first impressions. How a client is farewelled from the practice can enhance or detract from the overall experience of your service. This session will cover key skills to ensure a smooth transition from the consult room to the payment process and walking out the door. The focus of this module is to ensure ALL team members leave a final impression that will keep clients recommending you and returning to your practice.

Upon successful completion of module, participants will be able to:

• Understanding the induction plan process
• Understanding the principles of adult learning
• Understanding coaching skills to develop new team members