The online Customer Service Intelligence Program consists of six modules covering the key principles of customer service. Within these modules participants will be guided through online learning and provided with activities and workplace implementation exercises facilitating direct application of the principles to the practice. A program outline is provided below. Upon successful completion of the program, each participant will receive a Certificate of Achievement.

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The program may be undertaken as an individual or as part of a workplace using group activities and guided by a team leader.

THE PROGRAM:

• Who should undertake this program? Veterinarians, Practice managers, Reception personnel, Veterinary nurses, Kennel personnel.
• Nominal duration: 18 hours
• Enrollment duration: 9 months

PROGRAM INCLUDES:

• Downloadable notes for each module
• Lessons and activities
• Self assessments
• Certificate of Achievement

CONTINUING EDUCATION POINTS

Australia: The National Industry Advisory Group for Veterinary Nursing has allocated 18 CPD points to this continuing education activity.

PROGRAM MODULES

1. Introduction to Customer Service

The majority of team members in a veterinary practice entered the profession because they wanted to work with animals. Whilst patient care is obviously a priority, good communication skills are just as important as good clinical skills. To ensure that patients receive the standard of care they deserve it is imperative that we deliver excellent customer service to our clients. Before we can begin to do this, we need to know what our clients expect from us.

Upon successful completion of module, participants will be able to:

• Define your practice Purpose, Vision and Values and understand how they relate to Customer Service
• Understand the importance and value of delivering exceptional customer service
• Apply knowledge of customer perceptions and expectations to customer service delivery

2. First Impressions & Building Relationships

First impressions are critical. Clients form an opinion about our practice and our standards of care from the very first contact they have with the practice team. The team must have the knowledge and skills required not only to make an excellent first impression but to develop a professional relationship with the client built on trust and mutual respect.

Upon successful completion of module, participants will be able to:

• Demonstrate an understanding of the importance of first impressions
• Display the highest standards of personal and clinic presentation
• Utilise recognition and acknowledgement skills to build rapport with clients
• Recognise the importance of trust and relationships between the practice and its clients

3. Professional Telephone Techniques

The telephone is arguably the most important piece of equipment in your practice. On average 85% of business comes via the telephone. In almost every client relationship, the first contact begins with the telephone call. In most cases whether or not the client decides to visit the practice will be dependent on their experience with you on the telephone. How you greet them when you answer the telephone, acknowledge the client and provide information is essential to the future relationship you have with that caller.

Upon successful completion of module, participants will be able to:

• Realise the importance of the telephone to the business
• Consistently answer the phone in a professional, client centered manner
• Confidently deal with ‘Price Shoppers’
• Utilise call scripts

4. Presenting Products and Services

Successful patient care is about educating the client and ensuring they are in a position to make an informed decision about caring for their pet. Practice teams need to present information about products and services in a way that the client can understand and relate to. This module will ensure participants are competent and confident in discussing products and services in line with your best practice recommendations.

Upon successful completion of module, participants will be able to:

• Understand the importance of educating clients for the benefit of their pets
• Utilise advanced questioning techniques to uncover a client’s needs
• Understand the usage of features and benefits
• Make use of a range of practice resources to improve client compliance

5. Handling Difficult Situations

Though each client and situation is unique, supporting difficult or grieving clients is much easier with the right skills. This module will equip participants with a tool box of advanced communication and personal effectiveness skills to professionally manage these interactions.

Upon successful completion of module, participants will be able to:

• Understand what leads some clients to become difficult
• Take steps to diffuse difficult situations
• Understand fully the grieving process
• Support clients through euthanasia and pet loss with empathy

6. Farewells and Follow Ups

Last impressions are as critical as first impressions. How a client is farewelled from the practice can enhance or detract from the overall experience of your service. This session will cover key skills to ensure a smooth transition from the consult room to the payment process and walking out the door. The focus of this module is to ensure ALL team members leave a final impression that will keep clients recommending you and returning to your practice.

Upon successful completion of module, participants will be able to:

• Understand the importance of active consult to reception handovers
• Professionally present invoices and estimates in a courteous manner
• Understand the importance of forward scheduling and follow up phone calls
• Demonstrate the skills required to make an excellent lasting impression with clients

CPD:

18 AVNAT NIAG