Caring for Clients 2: Progressing Skills across the Team

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About the course

This course moves onward from the core receptionist skills covered in Caring for Clients 1, to more advanced topics relevant for the entire team. This course helps emphasise the collective responsibility of managing the practice and advising clients in a consistent manner across the whole team.

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. Modules in this course are as follows:

  • Dept Control

Ensuring bills are explained to clients professionally, paid on time and thus keeping client debt to a minimum is absolutely essential to the success of any business, and a veterinary practice is no exception. This is the subject of this course module aimed specifically at veterinary practices and is highly relevant to anyone who deals with clients in the practice. By the end of this module trainees will:

  • Understand basic practice financial terms and information used in veterinary businesses
  • Know the implications of poor debt control, with examples of the consequences of allowing credit
  • Be able to professionally discuss money-related topics to clients and reduce the chance of future issues
  • Be able to ease the pain of collecting debt.


  • Bereavement 

Bereavement is a delicate area which unfortunately we often have to deal with in veterinary practices. This module will help build staff’s understanding of bereavement and how to handle it sensitively. By the end of this module trainees will:

  • Understand the typical 5 stages of grief and people’s different responses to loss
  • Be able to help others to cope
  • Know how best to deal with informing children about death
  • Understand the process of euthanasia from the point of view of all three parties involved: the vet, the pet and the owner.
  • Pet Insurance 

Pet Insurance is now very commonly purchased by pet owners and so having a good basic understanding of this product is important to any member of staff in a veterinary practice. By the end of this module trainees will:

  • Understand the benefits of pet insurance
  • Know the different insurance policy types and what is normally covered by them
  • Understand what cover notes are, why they are used and when they should be offered
  • Be able to support clients in making a claim.


  • Client Compliance

However fabulous your vets are in their professional duties, the health of pets under the care of your practice depends on the team's skill at communicating the importance of following the advice given. The aim of this module is to give an understanding of a selection of the many ways that can be used to help to motivate clients to do the best for their pet. Some examples of areas where these techniques can make a difference include dietary advice, advice to restrict exercise after surgery, or a request for a re-examination at a later date. These are all areas where clients will choose whether to comply fully or not, depending on their perception of the importance of adherence to the advice. By the end of this module trainees will:

  • Understand the skills needed to communicate the importance of compliance;
    • attitude, knowledge, sincerity and perceptiveness
  • Be able to apply a variety basic sales skills to help achieve compliance;
    • features and benefits, anchoring, recommendation, a call to action and a team approach
  • Dealing with complaints and mistakes

No matter how brilliant a veterinary practice is, unfortunately complaints and mistakes are unavoidable now and then. Handling these effectively and professionally make all the difference to a practice and sometimes can even give opportunities to ‘wow’ clients. By the end of this module trainees will:

  • Be able to respond to verbal, written and indirect complaints effectively so that clients are led to a mutually agreeable resolution
  • Follow a professional process to record and action complaints and their solution
  • Avoid common pitfalls when dealing with complaints and mistakes


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