Customer Service

Courses tagged with "Customer Service"

Dynamic Merchandising

Uncover the secrets of merchandising. Understand space utilisation techniques and uncover display do's and don'ts.

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

Effective Communication Skills

Discover tips for improved communication in the workplace, understand different communication styles and how to overcome communication barriers.

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

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

CPD Points:
1 AVNAT

First Impressions in the Consult Room

Trust is built on first impressions and you only get one chance to get it right. Learn how preparation, appearance and body language can affect your clients opinions and actions.

Course Type:

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

Features:

  • You have access to the course for 365 days
  • Complete a quiz to attain your certificate of achievement

CPD Points:

  • 1 AVNAT

Managing The Complaining Or Emotional Client

Understand the complaining or emotional client, tips for communicating with these clients and how to deal with complaints effectively to keep your clients coming back.

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

Mastering First and Last Impressions

Understanding the importance of impression management is highly valuable today. Learn reasons for and methods to manage client perceptions and expectations, and some excellent tips for a positive client experience.

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

Maximising Your Reception Area

Understand the power of practice image, the importance of your reception team, and value of client education.

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

Planning Client Education Programs

Learn the benefits of Client Education and Pet Wellness programs, how to plan and implement a variety of education programs, and the marketing of your client education programme.

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

Planning Marketing Campaigns

Understand the role of marketing campaigns in promoting your practice. Discover reasons for selecting your marketing mix while planning and goal setting for maximum effectiveness, and learn to put your written plans into action.

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

Practical Tips For Adapting To Client Learning Styles

Understand and identify your client's learning styles, and develop practical resources for individual 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

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

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

Scheduling and Rosters: Maximise your Resources

Effective rostering and scheduling are crucial for the smooth operation of a veterinary practice. The proper allocation of staff and resources can directly impact the quality of care provided to animals and their owners. Veterinary practices are often fast-paced and require a high level of coordination between staff members, so an efficient roster can ensure that there are enough personnel available to handle the workload, manage emergencies, and provide support to each other. Additionally, effective scheduling can ensure that appointments are appropriately spaced, minimizing wait times and reducing stress for both clients and staff. Overall, effective rostering and scheduling are essential for maintaining a well-run veterinary practice that can provide excellent care to animals and their owners.

Join us as we explore how you can implement effective rostering and scheduling processes in your practice.

Key learning outcomes include:

  • Understand the benefits of effective rostering and scheduling
  • Definition of your practice resources
  • Practical application of knowledge to support scheduling and rostering in your practice

Course Content:

  • Interactive video with quiz questions 
  • Allow up to 30 min 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:

  • 0.5 AVNAT CPD Point

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

0.25 AVNAT CPD point

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

CPD Points:

1 AVNAT

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