Principles of Client Care

Master the key skills required to deliver exceptional client service and understand the vital impact your role has on the success of the veterinary business.

  • Receptionist

  • 3 hours

      Overview

      This course is specifically designed for veterinary receptionists within the small animal division who are working in a client-facing role. The training explores the importance of your position within the wider team and provides the tools necessary to offer the best possible care to every client. You will examine the core differences between client service, care, and experience, while learning how to deliver excellence in each area. The course also focuses on the power of first impressions and the critical components of a telephone call, providing you with effective call conversion techniques and strategies for managing the waiting room as a dedicated client advocate.

      Intended learning outcomes

      By the end of this course, you should be able to:
      • Identify your role in the veterinary team
      • Describe the difference between client service, client care and client experience, and how to deliver excellence in these areas
      • Discuss the importance of first impressions
      • Analyse the components of the phone call and how they relate to the client experience
      • Use effective call conversion techniques
      • Apply your knowledge of the concepts of client advocate and waiting room management
      “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