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

Clear communication and aligned expectations are the foundation of every successful client relationship. This engaging, practical course empowers professionals to confidently handle common challenges such as scheduling issues, financial discussions, and treatment outcomes—before they turn into conflicts. 

Designed for anyone in a client-facing role, the content blends expert guidance with real-world examples and interactive activities to help you reduce friction, improve clarity, and build lasting trust. 

Learning Outcomes: 

• Identify common causes of expectation clashes in your work 
• Communicate clearly and effectively across different learning styles 
• Navigate scheduling and financial conversations with confidence 
• Set realistic expectations around treatment outcomes and service delivery 
• Utilise tools and resources to improve communication with clients 
• Develop an action plan to implement best practices in your workplace 

CPD Points:

• 1 AVNAT

• Communicate the value of veterinary services and products.
• Gain confidence in discussing veterinary products and services.
• Educate clients on the benefits and features of veterinary care.
• Maintain clear and confident communication with clients.

• 0.5 CPD

Dealing with pets' health issues can be emotionally charged for pet owners, and their concerns may manifest in difficult conversations or heightened emotions. In such situations, maintaining a calm demeanor is crucial for several reasons. Firstly, it helps establish trust and confidence your skills and abilities, creating a positive atmosphere for effective communication. A composed attitude also enables you to listen attentively, understand the client's concerns, and provide appropriate responses. Overall, by keeping calm during challenging client interactions, you can enhance client satisfaction, improve patient care, and contribute to a more harmonious and successful veterinary practice.

In this course, you will explore how you can stay calm and take control in challenging situations.

Learning outcomes:

• Understanding our physiology in stressful situations
• Practical tips for highly emotive situations

Course Type:

• Interactive video lessons that should take up to 30 min to complete

Education plays a vital role in empowering clients with knowledge about preventive measures, such as vaccinations, regular check-ups, and appropriate nutrition. By imparting information on common diseases, potential risks, and the importance of early detection, animal health care professionals can help clients make informed decisions and proactively safeguard their pets' health. Additionally, building client compliance involves fostering a strong relationship between the practice team and pet owners, emphasizing the importance of following medical advice, treatment plans, and medication schedules. By establishing trust, providing clear instructions, and addressing any concerns, animal health care professionals can ensure that clients actively participate in their pets' healthcare journey, leading to improved outcomes and enhanced well-being for their beloved animal companions.

In this course, you will explore how you can effectively educate our clients and build compliance so that your patients receive the care that we know they deserve.

Learning outcomes:

• Understanding compliance
• The 5-Step process for making recommendations
• Delivering clear recommendations
• Client objections

CPD Points:

• 0.25 AVNAT

When clients visit a clinic they likely have a preconceived idea of how the people within the practice will look, how they will sound and how they will behave. As vets, nurses and customer care team members we need to ensure that the way we present ourselves reflects a professional image at all times.

In this course, you will explore how you can present a professional image in your role as a health care provider.

Learning outcomes: 

• Positive first impressions
• Professional appearance considerations
• Professional language considerations
• Professional body language considerations
• Confidence in delivering information to clients

AVNAT Points:   0.25

Using Assertive Language, Diffusing Anger and Working with Client Disappointment

Understand why clients can become difficult and explore awareness and communication tools to support yourself and your team in preparing for and dealing with difficult client situations.

Learning Outcomes:

• Why clients become difficult
• Managing aggressive behaviour
• The impact of emotions in conflict
• Communication tools to support difficult situations
• Tips for de-escalating conflict situations

Course Content:

• Interactive video with quiz questions 
• Allow up to 1 hour to complete
  
• Certificate of Completion

Features:

• Either 
• For individual course purchase, you have access to the course for 365 days
• For subscriptions, you have access to this course while your subscriptions is active
• Complete quiz activities to attain your certificate of achievement
  

CPD Points:

• 1 AVNAT CPD Point
  

Unlock the full potential of team huddles with our course designed for veterinary professionals. Learn to facilitate effective, engaging, and productive huddles that enhance communication, improve patient and client care, streamline operations, and improve team wellbeing. This course will equip you with practical strategies to optimise huddle structure and maximise their impact on your clinic's success

Learning Outcomes    

• Understand the concept and benefits of huddles in veterinary clinics.
• Implement effective huddle practices tailored to the specific needs of their clinic.
• Enhance team communication, collaboration, and workflow efficiency.
• Identify and address potential challenges and barriers in implementing huddles.
• Monitor and evaluate the effectiveness of huddles in improving clinic operations.er months.

CPD Points:

• 1 AVNAT

The “Going Green” course is a beginner’s introduction on how to implement sustainable practices in your veterinary hospital. The term “sustainability” will also be explored, allowing a beginner’s understanding into what sustainability means in the context of the veterinary industry, and how these ideas will drive implementing new protocols in your workplace.

In this course you will learn:

• The core values of sustainability
• How sustainability is relevant to veterinary professionals, and the overall veterinary industry
• The impact of unsustainable practices on animal welfare
• The benefits of “going green” – including social, ethical, business, financial, staff and client outcomes
• Recommend areas for auditing your current practices
• Practical and simple steps for implementing sustainable practices

Course Type:

• Video lessons that should take up to 1 hour to complete

Features:

• Complete quiz activities to attain your certificate of achievement
  

CPD Points:

• 1 AVNAT CPD point