Referral Practice Client Care

Elevate your front-of-house skills to meet the unique demands of a referral setting, ensuring excellence for both pet owners and referring veterinary teams.

  • Receptionist

  • 1 hour

      Overview

      Working in a referral practice requires a specialised approach to client care that differs from first-opinion settings. This "professional gym" workout is designed specifically for front-of-house staff to help them navigate the complexities of the referral journey. You will explore how to adapt transferable communication skills to a high-pressure environment while developing new techniques unique to referral work. The course examines the client journey from two vital perspectives: the pet owner and the referring veterinarian. By understanding these distinct needs, you will be equipped to provide high-standard support and clear communication throughout the entire referral process.

      Intended learning outcomes

      By the end of this course, you should be able to:
      • Compare the client care skills needed in a first-opinion practice and a referral practice
      • Evaluate the client journey in a referral practice
      • Use key skills to offer high standards of client care in a referral practice
      “I have always believed, and I still believe, that whatever good or bad fortune may come our way we can always give it meaning and transform it into something of value.”
      HERMANN HESSE, SIDDHARTHA