This practical course equips veterinary clinic teams with the skills and systems needed to manage phone communications efficiently, especially during busy periods. Through real-world examples and structured activities, participants learn how to create positive first impressions, communicate empathy and professionalism, demonstrate value to clients, and streamline phone-related workflows. The course emphasizes etiquette, customer engagement, and operational strategies to ensure every call enhances the client experience while supporting the team’s productivity.

Learning Outcomes    

• Demonstrate professional and courteous telephone etiquette in all client interactions.

• Build rapport and identify client needs through effective questioning and active listening.

• Communicate value when discussing services and prices to enhance client understanding.

• Manage calls efficiently, including handling holds, transfers, and busy periods.

• Implement practical systems and teamwork strategies to improve phone workflow and client satisfaction.

CPD Points:

• 1 AVNAT