Customer Service & Team Communication Workshops
Hong Kong. 30th Nov – 6th Dec 2023
* Positions are limited to optimise all participant’s experience. Book early!
Standards to make your team shine
Through this workshop, participants and their vet practices are positioned to achieve a high standard of customer service, which is instrumental in building strong, lasting relationships with clients and establishing a positive reputation in the veterinary industry.
Workshop 1:
- Thursday 30th November 2023
- 2pm – 5pm
- HK$595
Dive into the heart of customer service excellence in our engaging workshop. It’s a hands-on chance to see how every role makes a difference in our clients’ experience. We’ll look at “where we are now and where we want to go,” helping you spot your clinic’s strong points and growth areas. Through lively activities, you’ll get to grips with crucial customer service moments like phone manners, warm welcomes, understanding client needs, sharing information, and earning client trust. We’ll see how these moments fit together across all client interactions from before to after their visits, making their journey with us smooth and enjoyable.
You’ll also learn to shape standard responses that echo your practice’s service spirit. This workshop is all about building a shared approach to client interactions, making sure we’re on the same page at every touchpoint. We’ll dive into real-life situations and chat about businesses that have wowed us, which will help cement the ideas of top-notch customer service. Our workshop wraps up with practical steps, giving you and your team the tools to lift your practice’s customer service game, ensuring every client has a positive and memorable experience. Mixing theory and practical tasks, this workshop offers a clear path towards mastering customer service in your veterinary practice.
You will learn how to build:
- Enhanced Customer Service: Sharpened skills for a positive vet practice environment.
- Increased Client Satisfaction: Higher client retention through elevated service standards.
- Increased Revenue Potential: Higher client retention and referrals leading to increased revenue.
- Standardised Service Delivery: Consistent, professional service via developed standard statements.
- Improved Team Cohesion: Unified approach to exceptional client service through collaborative exercises.
- Better Communication: Effective strategies for clear client interactions, reducing misunderstandings.
- Actionable Improvement Strategies: Immediate implementation of strategies for noticeable service enhancements.
- Continuous Improvement Culture: Fostering a commitment to ongoing service elevation.
The benefits of this workshop for participants and their vet practices include:
- Enhanced Customer Service Skills: Participants will develop refined customer service skills which are crucial in creating a positive and welcoming environment in the vet practice.
- Improved Team Cohesion: Through collaborative exercises, teams will achieve better cohesion and a unified approach to delivering exceptional client service.
- Increased Client Satisfaction: By elevating the standard of customer service, vet practices are likely to see an increase in client satisfaction which could lead to higher retention rates.
- Standardised Service Delivery: The workshop aids in developing standard statements and practices ensuring a consistent and professional service delivery.
- Better Communication: Participants will learn effective communication strategies, especially in challenging situations like discussing estimates and invoices, leading to clearer understanding and reduced misunderstandings with clients.
- Actionable Improvement Strategies: The workshop provides actionable strategies and templates that can be implemented immediately for noticeable improvements in customer service.
- Competitive Advantage: In a competitive market, delivering superior customer service can set a vet practice apart from others, potentially attracting more clients.
- Continuous Improvement Culture: Encourages a culture of continuous improvement and self-assessment among staff, promoting an ongoing commitment to elevating customer service standards.
- Increased Revenue Potential: With improved client satisfaction and retention, there’s potential for increased revenue through repeat business and referrals.
- Professional Development: Offers a platform for professional development, expanding the knowledge and skills of staff in the realm of customer service which is crucial for the success of the vet practice.
Network Building: Provides an opportunity to network with peers, share experiences, and learn from others, fostering a community of learning and support.
Seats are strictly limited so please BOOK EARLY!
Communication & Leadership
Workshop details
Workshop 3:
- Monday 4th December 2023
- 2pm – 5pm
- HK$895
- Positions are limited to optimise all participant’s experience. Book early!
This comprehensive workshop empowers you with essential communication and management skills tailored for veterinary practices. Enhance self-awareness, explore effective language patterns, and master delegation techniques to boost team trust and productivity. With a keen focus on practical application, you will navigate real-world scenarios, enriching your leadership toolkit for a thriving veterinary practice environment.
The workshop covers understanding diverse learning styles, guiding you how to tailor training and communication to meet individual and team needs. Engage in insightful activities around the VARK model to minimise miscommunication and foster a culture of continuous learning.
You will learn crucial HR management strategies, aiding in effective performance evaluations and handling challenging conversations, thus equipping you with the resources to support and lead your teams proficiently.
You will learn to:
- Gain self-awareness and enhance interpersonal communication within the veterinary practice.
- Use effective language patterns and communication strategies to minimise misunderstandings and foster a supportive work environment.
- Master delegation techniques to balance workloads, build trust, and boost team productivity.
- Identify and adapt to diverse learning styles using the VARK model to enhance training and support for team members.
- Implement practical solutions through real-world scenarios to common challenges faced in veterinary practice management.
- Navigate HR management strategies for effective performance evaluations and handling challenging conversations.
- Engage in self and team reflection to continuously improve personal leadership skills and team dynamics.
The benefits of this workshop for participants and their vet practices include:
- Improved Leadership Skills:
Participants will refine their leadership abilities by understanding their behavioural tendencies through the DISC framework. This self-awareness is crucial for effective leadership in veterinary practices. - Effective Communication:
The workshop empowers attendees with communication strategies like ACT (Acknowledgement, Circumstance, Transformation) and PARC (Problem, Action, Result, Conclusion), enabling clearer and more impactful interactions with both team members and clients. - Enhanced Delegation Techniques:
Through structured delegation processes discussed in the workshop, participants can better balance workloads, thus promoting a strong team environment and enhancing productivity within their veterinary practices. - Tailored Training Approaches:
By understanding diverse learning styles, attendees will be able to create training programs that cater to the varying needs of their team, ensuring more effective skills transfer and team development. - Practical HR Management:
With insights into HR frameworks for performance management and handling difficult conversations, participants will be better equipped to manage their teams, resolve issues and improve the overall work environment. - Strategic Practice Improvement:
The workshop provides tools for creating well-rounded policies and procedures that align with different learning styles, ensuring smoother operations and improved client and patient care in their veterinary practices. - Networking and Peer Learning:
Participants have the opportunity to engage with and learn from peers facing similar challenges in veterinary practice management, fostering a community of practice managers dedicated to continuous improvement.
Seats are strictly limited so please BOOK EARLY!
Performance Management & Coaching
The benefits of this workshop are manifold, and the skills acquired will not only bolster your coaching and leadership abilities but also have a lasting positive impact on your veterinary practice and the professional growth of your team.
Workshop 4:
- Wednesday 6th December 2023
- 2pm – 5pm
- HK$895
Step into a hands-on learning experience with our well-thought-out workshop, created to boost your coaching and mentoring skills in the veterinary field. This programme takes you from understanding different learning styles to effectively using the GROW coaching model for better performance and skill building. You’ll dig into the details of Visual, Auditory, Read/Write, and Kinaesthetic learning styles, and learn how to tweak your coaching approach to match each one. This workshop shows you the steps to build competence, from sparking initial understanding to helping your team members become confidently independent. Through interactive discussions and real-life examples, you’ll see how to align your coaching strategies with your team’s learning preferences, creating a culture of continuous growth and understanding.
Moving beyond just theory, this workshop provides a friendly environment for you to reflect on, share, and work on practical strategies that work well with your team dynamics. Take part in insightful discussions centred around real-world examples, enhancing not only your coaching skills but also your ability to adapt to different learning styles and needs. Our knowledgeable facilitators will share useful tips on applying the GROW model, guiding you through setting Specific, Measurable, Achievable, Realistic, and Time-bound (SMART) goals for your team. The rich dialogue encourages self-reflection and sharing among peers, offering a wide range of actionable strategies to take back to your practice. With a focus on realistic and actionable learning, this workshop is your stepping stone to fostering a supportive, progressive, and insightful coaching culture within your veterinary practice.
You will learn to:
- Gain a profound understanding of various learning styles (Visual, Auditory, Read/Write, and Kinaesthetic) and identify how to adapt coaching methods to suit individual and team learning preferences.
- Master the GROW coaching model (Goal, Reality, Options, Will) to foster enhanced skill development and performance within your team.
- Acquire practical strategies for setting Specific, Measurable, Achievable, Realistic, and Time-bound (SMART) goals to drive focused and measurable progress.
- Engage in insightful discussions to share and learn from real-world examples, fostering a culture of continuous learning and self-reflection within your veterinary practice.
- Learn how to navigate and effectively communicate during difficult conversations, ensuring a supportive and constructive dialogue.
- Enhance your ability to schedule and coordinate training opportunities that align with team members’ goals and the overall objectives of the veterinary practice.
- Develop a comprehensive understanding of how to support team members through various stages of competency, from initial understanding to confident autonomy.
- Harness the power of self-reflection and peer-sharing to identify actionable strategies that can be implemented within your practice to nurture a progressive coaching culture.
The benefits of this workshop for participants and their vet practices include:
- Personalised Learning Experience:
Tailoring your coaching approach to meet the diverse learning styles within your team can lead to a more engaging and effective learning experience. This workshop helps you understand and adapt to these styles, ensuring a personalised learning journey for every team member. - Enhanced Team Performance:
Mastering the GROW coaching model and SMART goal-setting strategies will equip you with the tools to foster enhanced skill development and performance within your team. By driving focused and measurable progress, you can significantly uplift the overall productivity and effectiveness of your veterinary practice. - Improved Communication:
This workshop empowers you with effective communication strategies to navigate difficult conversations constructively. As you enhance your communication skills, you’ll be better positioned to support your team through challenges, leading to a more harmonious and supportive work environment. - Continuous Professional Development:
Engaging in insightful discussions and sharing real-world examples with peers provides a platform for continuous learning and self-reflection. This process of collaborative learning can significantly enrich your professional development and that of your team members. - Actionable Strategies:
The course delivers practical and actionable strategies that can be implemented within your practice immediately. This not only enhances your coaching skills but also contributes to creating a progressive coaching culture within your veterinary practice. - Networking Opportunities:
By participating in this workshop, you also get the chance to network with other veterinary professionals, share experiences, and learn from each other’s challenges and successes. This networking aspect can provide invaluable insights and foster a community of continuous learning and support. - Investment in Your Team’s Growth:
Committing to this workshop is a testament to investing in your team’s growth and development. It’s a step towards creating a conducive learning environment that supports the professional growth of your team while aligning with the broader objectives of your veterinary practice.
Seats are strictly limited so please BOOK EARLY!
Speaker information
Sue Crampton
Business Manager: AIRC/Crampton Consulting Group
B B.Bus (HR, Marketing), Dip Company Leadership, VN, GAICD, TAE, Prosci Change Management. Masters NLP.
Sue Crampton is acknowledged as a leadership educator trainer and consultant across Australasia in the areas of practice and organisational development, strategic planning, communication excellence & staff development and management. Sue is a member of many professional associations such as the Veterinary Nurses Council of Australia on Regulation and Professional Advancement committees and is on the Workforce Sustainability Working Group of the AVA and was awarded the Australian Veterinary Association/VBG Inaugural Veterinary Business Professional of the year 2020 and Honorary member of AVA 2022 due to her contribution to the profession over the past years,
Sue has a Bachelor of Business, majoring in Human Resources and Marketing, as well as her Diploma in Company Directorship (GAICD), accreditation in Change Management
Sue commenced her career in the UK as a veterinary nurse in 1982 and has gained invaluable global veterinary knowledge having worked in a variety of roles including animal welfare, general practice, emergency and university settings in the USA and Hong Kong. Sue maintains her working connection with her local veterinary clinic to ensure her knowledge is current and relevant.
Tania Gover
Business Development Manager: Crampton Consulting Group
Assoc.Dip.App.Sc. VN
Tania has over 20 years’ experience within the veterinary industry, including 10 years of Practice Management and being a Business Development Manager with Provet and over 5 years as a Senior Consultant with CCG. Tania has a passion for all aspects of Veterinary business with special interest in business financials, inventory, workflow efficiency systems, leadership, and customer experience. This combined with her positive, proactive, and enthusiastic style, makes her a well-respected and sought-after speaker, advisor, and trainer.