Customer Service

课程标记为"Customer Service"

Foundation Skills of Veterinary Nurses

Veterinary nursing is a diverse and busy career path that can be overwhelming for those new to the profession. This course is specifically designed for new nurses or those wishing to re-skill in general nursing, and takes attendees through the practical foundation skills all veterinary nurses need. Topics include examination techniques, TPR assessments, understanding basic animal behaviour and restraint techniques and more.

Course Type:
Short Course. Self paced lessons that should take up to 6 hours 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:
6 AVNAT

Preparing The Patient To Go Home

Learn the basics of preparing a patient for returning home. How and when to undertake catheter removal, cleaning/grooming the patient, and what to get ready before discharge.

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

Difficult, Angry & Just Plain Rude!

Navigating the challenges of customer service requires a unique set of skills, especially when dealing with difficult, angry, and rude clients. This online short course is designed to equip you with the strategies and techniques necessary to handle these tough situations with confidence and professionalism.

Learning Objectives:
  • Identify and manage difficult customer behaviours.
  • Implement personal safety strategies during high-tension interactions.
  • Apply techniques to handle emotions in conflict situations.
  • Remain calm and assertive with rude clients.
  • Use structured processes to address and resolve formal complaints.
CPD Points:
  • 1 AVNAT

Communicating Value on the Telephone

This course addresses the increasing need for veterinary practices to effectively communicate value to clients, especially in the context of rising costs of living in Australia and New Zealand. It provides strategies to help receptionists and other front-line staff educate clients about the true value of veterinary services and products, ensuring they understand what they are paying for and why it is worth it.
Learning Objectives:
  • 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.
CPD Points:
  • 0.5 CPD

How to stay safe in aggressive situations

This course empowers veterinary professionals to recognise and navigate aggressive behaviours, establish secure practice environments, master effective communication strategies, and adeptly handle persistent challenges. With straightforward learning outcomes, participants will gain the skills to identify, address, and prevent aggression while fostering a resilient and supportive workplace culture.

Learning Outcomes:

  • Recognise aggressive behaviour
  • Enhance personal safety in aggressive situations
  • Master effective communication

CPD Points:

  • 0.25 AVNAT


How to keep calm in challenging situations

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

How to Deliver Information Your Clients will Retain

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


How to Educate Clients and Build Compliance

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


How to Build Strong Client Rapport

Building a solid and trusting relationship with clients fosters effective communication, enhances the overall patient care experience, and contributes to better health outcomes for animals. Additionally, strong client rapport promotes client loyalty, word-of-mouth referrals, and a sense of community within the practice, ultimately bolstering the practice's reputation and long-term sustainability.

In this course, you will explore the importance of strong client rapport in your role and key skills to help you build lasting relationships with your clients.

Learning outcomes:

  • Importance of client rapport
  • Establishing trust
  • Building rapport through questioning
  • Active listening skills

Course Content:

  • Interactive video with quiz questions
  • Certificate of Completion

CPD Points:

  • 0.25 AVNAT CPD


How to Build Confidence in Your Professionalism

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


Veterinary Reception Duties

In this course, you will delve into critical aspects of the role, such as client communication, appointment management, booking routine procedures, supporting grieving clients, and basic stock control. You will gain a thorough understanding of the vital role a veterinary receptionist plays in maintaining smooth clinic operations, client relations, and patient care.

Learning outcomes:

  • Scheduling appointments
  • Telephone triage
  • Booking and arrival of routine procedure admissions 
  • Client advice and first aid
  • Supporting the grieving client
  • Basic stock control


Client Communication: The Demanding Client

Understand why clients get angry, tips for communicating with an angry client, and how to prevent complaints.

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

Client Communication: The Detailed Client

Understand communication styles and how to adapt your style to communicate with the detailed client. Learn how to handle communication clashes.

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

Client Communication: The Introverted, Shy Client

Understand communication styles and how to adapt your style to communicate with the introverted and shy client. Learn how to handle communication clashes.

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

Communicating Value in the Consult Room

This session uncovers some simple steps to ensuring that your clients see value in what you do and the products and services you recommend.

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

Communication Techniques

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

Compliance in the Consulting Room

We often label it 'owner compliance' but whose responsibility is it to ensure your patients receive the care you want them to? Learn how makings effective recommendations and adjusting your communication style can make a difference.

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

Converting a Price Shopper

What are we selling? Why do clients ask about price? How do we stand out from the crowd? Find the answers in this informative course.

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

Developing a Simple Client Survey

Discover why client feedback is important, recognise your target audience, and understand various formats for surveying 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

Developing Customer Service Standards

Great customer service can help a practice to build client trust, gain customer loyalty, drive compliance to recommendations, and attract new customers through referrals. In this course, you will learn about the importance of a consistent approach to customer service, how to design and implement telephone standards and applying the design and implementation process to pre and post consultation standards.

Course Type:
Videocast lessons that should take up to 3 hours 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:
3 AVNAT | 3 AVA VetEd | 3 NZVNA AVNP