Customer Service

Courses tagged with "Customer Service"

Presenting Estimates

Discover the importance of accurate estimates, how to sell the benefits and how to gain compliance from your clients.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd | 0.5 NZVNA AVNP

Supporting the Grieving Client

Knowing how to support and care for your clients through their grief is an invaluable skill. This ProSkill will help you to understand how to care for your clients. Understand grief and gain practical insight into the grieving process, communication strategies and how to refer clients for professional help.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd

Talking To Clients About Euthanasia

Learn the essential skills when discussing euthanasia with your clients.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd | 0.5 NZVNA AVNP

Talking To Clients After Euthanasia

Learn the essential skills when dealing with the emotional and grieving client.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd | 0.5 NZVNA AVNP

Taming the Telephone

For most clients, the phone is the start of the customer journey with our practice, so it’s important that every call is handled with care to keep your clients returning time and again. In this course you will learn the importance of first impressions, telephone protocols and uncover the top 5 fundamental telephone skills.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd | 0.5 NZVNA AVNP

Mediation Skills for Resolving Conflict

The veterinary practice is often an emotionally-charged environment. Conflict can occur and without the right tools, relationships can suffer. Learn about common causes of workplace conflict, how to use and implement mediation and resolution processes, communication tips to help progress through conflict, documentation requirements and when to seek external help.

Course Type:
Videocast lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT | 1 AVA VetEd

Assertive Language for Difficult Situations

Learn how to resolve difficult situations calmly and effectively using the strategies and tips outlined in this informative short course.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
Interactive video lessons
You have access to the course for 365 days
Certificate of achievement

Category: Skill Builders

Techniques for Selling Your Preferred Product

This course aims to equip you with the skills to present both products and services to your clients in a way that encourages and educates them to do the right thing for their pet. The way in which we educate our clients on what their pet needs will affect whether our patients receive the gold standard of care that we want for them.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days
Includes downloadable resources

Category: Skill Builders

Top Tips for Diffusing Anger

Dealing with an angry customer can be challenging and stressful. In this course, you will explore practical tips for understanding anger, dealing with conflict and communicating in difficult situations.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
Interactive video lessons
You have access to the course for 365 days
Certificate of achievement

Category: Skill Builders

How to Appropriately Place a Caller on Hold

There are many reasons why a caller may be put on hold when they contact the practice, but no matter the reason, it’s important to understand the professional etiquette for doing so.  In this course, you will learn key tips to leave a positive impression with your clients when placing their calls on hold.

Course Type:

Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Book a Follow Up Appointment

On average, clients visit their vet between 1.6-1.8 times per year. Find out how you can increase this rate and improve pet health and client compliance.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Greet a Client at Reception

Learn how to greet a client at reception, build rapport and trust to grow the relationship with the client.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Handle a Price Enquiry

Price shopper phone calls are common in the Veterinary practice, and provide a massive opportunity for practices to display their excellent service and standards of care. In this course, you will learn how to communicate value and bond the client to your practice for life.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Inform Clients of Delays

Despite best efforts, there will be times when delays are inevitable in practice. Find out how to professionally and efficiently manage these situations to maintain client satisfaction.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Professionally Answer the Phone

The telephone is arguably one of the most important pieces of equipment that we have in the practice.  With approximately 85% of business coming to the practice via the telephone, it’s important that we make a good first impression.  Within this course you will learn practical tips to professionally answer the telephone.

Course Type:

Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Talk to Clients About Desexing

How to educate clients about desexing to make decisions about whether they should desex their pets, responsible pet ownership and the benefits of desexing.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Talk to Clients About Fleas

Learn more about fleas, the signs and symptoms pets display and how to help clients to manage flea problems on their pets.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Talk to Clients About Heartworm

How to discuss the importance of heartworm prevention with our clients.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Talk to Clients About Intestinal Worms

Learn about the four different groups of gastro-intestinal worms and how to prevent them.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days

How to Talk to Clients About Post-op Processes

Learn how you can discuss post-operative care with your clients. In particular, complex cases and home care.

Course Type:
Skill Builder. Designed to provide short and sharp training on specific skill sets. Perfect for inclusion in induction programs or for those who need a quick revision.

Features:
You have access to the course for 365 days