Excellent Client Care in the Veterinary Practice 1.25 Hr Bitesize CPD

2020 has been a particularly challenging and complicated year for us all. This past year has affected each and every person you know in many different ways. 

 

So, how do you communicate effectively and build meaningful client relationships during a time like this?

 

Excellent client care in the veterinary practice has never been more important than it is now! This fun and interesting course is split into four sections - what does excellent client care look like? How do we do it? Why is it so important? And why do we sometimes not do it (and how can we overcome those barriers)? 

 

This bitesize course is full of true-life examples, practical tips and interesting observations, and whilst aimed predominantly at receptionists and other front of house staff, everyone in the practice team will learn something to elevate their client care skills to another level!

 

Gratitude + Empathy = Meaningful Messaging

Course curriculum

  • 01

    Client Care Intro

    • Introduction to Phil and the Course.

  • 02

    Module 1

    • Module 1; What is Excellent Client Care?

  • 03

    Module 2

    • Module 2; How do we offer Excellent Client Care?

  • 04

    Module 3

    • Module 3; Why do we offer Excellent Client Care?

Phillip Webb

Instructor Bio:

I have worked in customer service for over 20 years, the last 12 in the veterinary industry. I am passionate about customer service and believe that our front of house teams play a huge part in ensuring clients receive a positive experience in the veterinary practice. I began my career as an insurance broker, which taught me lots about customer service but was a little dull! I then set up my own home delivery pet food business and began working part time at Anderson Moores Veterinary Specialists. During my seven years with Anderson Moores, the company grew from around 20 employees to well in excess of 100 employees. I managed a team of 12 receptionists, alongside other duties including marketing, and learnt a huge amount about high quality customer care in the veterinary world. My career then took me to Cedar Vets in the New Forest where I am currently Practice Manager. We have a hospital and two branch surgeries and 35 members of staff and pride ourselves on offering exceptional client care. In 2018 all three of our branches were awarded the RCVS Outstanding Client Service Award.I completed the Blue Cross Pet Bereavement Support Advisor course in 2019 and have recently completed my Leadership and Management Diploma (with a Distinction!)

Philip Webb