Caring for Clients 1 - Being Brilliant at the Basics

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About the course

This excellent online course about caring for clients is aimed at any team member who interacts with clients and is especially relevant for the receptionist. The course will enable staff to excel at customer service and also become adept at professionally handling tricky situations specifically relevant to veterinary practices. Online training is delivered in a fun and interactive manner, and trainees can progress through the course at their own pace pausing and resuming within each module as required to fit in with their working day. At the end of each module there is a quiz to test the trainees’ knowledge and then an assignment to encourage the trainee to apply the knowledge to the workplace and bed in their learning. There are 5 modules in this course as follows:  

  1. Delighting the Client

Being able to delight clients and instil loyalty is of the upmost importance to a veterinary practice, and is the main objective of this first module. By the end of this module trainees will:

  • Understand the importance of the receptionist
  • Be able to make an excellent first impression on clients
  • Understand the real needs of your clients
  • Know how to deliver superb customer service.
  • Winning new clients
  • Continually winning new clients is essential for the continued operations and growth of a veterinary practice’s business, and giving staff the skills to do this is the main objective of this second module. By the end of this module trainees will:
    • Appreciate the importance of attracting new clients to your practice
    • Understand the ways in which a potential new client judges your practice
    • Know and apply the golden rules of client attraction.
  • Communication, listening and conversing
  • Being really good at ‘the spoken (and unspoken) word’ is a tricky skill to master. This module explains how to become really effective in communication through the application of some simple actions. By the end of this module trainees will:
    • Be adept at preparing and opening conversations with clients
    • Understand the importance of listening
    • Understand how best to communicate to help both your own, and your clients, processing of information
    • Communicate views and responses effectively so that the client is engaged and listening to you.
  • Referrals and Second Opinions
  • Knowing when and why to refer is essential for members of all veterinary teams and is the core objective of this fifth module. By the end of this module trainees will:
    • Understand what referral is and why sometimes it is necessary
    • Know when an internal referral is appropriate
    • Know when an external referral is appropriate
    • Be able to follow correct process for accepting referrals from other practices
    • Appreciate some of the ethical issues associated with referrals and act appropriately
  • Is it an emergency?
  • This module is aimed at front desk / receptionist staff as a guide to rating client calls. Is it an emergency? Is it urgent? Or is it routine? It also covers advice they can give to help the client get their pet safely to surgery. By the end of this module trainees will:
    • Be able to categorise calls as either True Emergencies, Urgent Cases, or Non Urgent Cases
    • Know the different types of presenting sign an owner may describe, and what follow up questions
    • Be able to take the right action for the majority of scenarios you are likely to face when receiving a client call regarding an issue with their pet
    • Understand the importance of offering and recommending an appointment even for seemingly trivial symptoms


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