Structured Process to Handling Complaints
CPD Points:
1 AVNAT
Duration:
1 Hour
Structured Process to Handling Complaints
CPD Points:
1 AVNAT
Duration:
1 Hour
Audience:
Beginner VN • Intermediate VN
This course provides a comprehensive guide to handling client complaints effectively within a veterinary practice. Participants will learn to understand the common reasons behind client complaints, recognize different types of complaints and expressions of anger, and develop personal strategies for managing angry clients and criticism. The course will also cover policies and procedures for referring complaints and minimizing their impact, aiming to resolve issues to everyone’s satisfaction.
Learning Outcomes:
- Understand common reasons for client complaints.
- Identify different types of complaints and anger expressions.
- Develop strategies for managing personal reactions to criticism.
- Implement policies and procedures for handling and referring complaints.
Features:
- You will have access as part of an active ProSkills Course Subscription
- You have access to the course for 365 days with individual course purchase
- Complete quiz activities to attain your certificate of achievement
Course Content:
- 5 video lessons with quiz questions.
- Certificate of Achievement.
Deb Render
Has over 30 years experience in the veterinary industry, qualifying as a Vet Nurse in the UK and working in general practice for many years. She has enjoyed learning more about the business side of Practice life, also being involved in nurse education programs in areas of customer service, marketing and consulting. For over 15 years Deb has been Practice Manager of 3 clinics. Deb is passionate about delivering outstanding customer service and helping others to do the same.
