vets in business
In-Practice Client Care training from Vets in Business
We have helped thousands of veterinary practice staff to deal more effectively with those difficult situations that arise in a veterinary practice.
Choose from our extensive menu of veterinary specific content and flexible delivery options, to create a programme that is right for your practice's needs
Session Timings: To suit your needs, but typically
Option 1 One long session (say 10.30 to 3.30) containing 3 modules;
Key benefit, everyone hears the same message together, and you can include an extra module
Option 2 Two shorter sessions (say 10 to 12 and 1 to 3) each containing the same 2 modules;
Key benefit; everyone gets the same training, and the practice can continue to run with the other half of the staff
Option 3 Two shorter sessions (say 10 to 12 and 1 to 3) each containing 2 modules.
Key benefit; each session can be targeted at a different group with differing needs.
Actual timing to suit your practice needs
Session Content - mix and match in the time available
1. Making a Difference (including the "How good are you?" questionnaire)
a. Why client care is important
b. Improving ourselves and our practice
c. Making first impressions count
d. Asking the right questions
2. Understanding and using the client-pet bond
a. What we can learn from our best clients
b. Understanding the client-pet bond
c. Using the client-pet bond to encourage owners to act
3. What do clients really value?
a. What do our clients expect from us?
b. How do we ensure that we provide "Good Value"
c. Adding value to everything that we do
4. Creating a Positive first impression
a. Recognising and removing "barriers"
b. Promoting our practice's values to clients
c. Working with clients to meet their needs
5. Helping our clients to choose
a. Understanding the client's needs
b. Offering choices and making recommendations
c. Reaching agreement
d. Supporting clients with their decisions
6. Setting and maintaining our practice standards
a. Understanding our practice's values
b. Recognising our roles in providing client care
c. Identifying our key activities
d. Pledging our support to the cause
7. Helping clients with the loss of their pet
a. Preparing the practice for euthanasia
b. Understanding the grieving process
c. Supporting clients with the loss of their pet
8. Dealing with "difficult" clients
a. Understanding the issues
b. Balancing the needs of the client, their pet and our practice
c. Being assertive
d. Dealing with aggressive clients
9. Dealing with client complaints
a. Handling our initial reactions
b. The "Ten point Plan" for handling a complaint
c. Top tips to gain the clients co-operation
10. Helping clients to act in the best interest of their pet
a. Responding appropriately to client requests
b. Initiating conversations with clients
c. Reading body language
d. Reaching agreement
11. Effective Telephone Techniques
a. Creating a positive first impressions
b. Taking the call
c. Telephone juggling
d. Promoting our practice over the phone
12. Motivating clients to change behaviour
a. Understanding client behaviour
b. The journey of change
c. Creating a supportive relationship
d. Effective strategies to achieve change
13. Developing Compliance Improvement Programs
a. Understanding why compliance is important
b. Identifying the opportunities
c. Highlighting benefits and features
d. Designing programs
e. Measuring and monitoring for success
A la carte?
We can always mix and match from any of the modules to create a bespoke training session, specifically for your practice's needs. This is typically what we would do to address the issues identified during a mystery shopping exercise.
