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Essential Skills for Veterinary Receptionists

Gain all the skills you need to be a great veterinary receptionist in this comprehensive, fully-guaranteed Online Mini Series™ course from CPD Solutions

Let Onswitch's Alison Lambert show you how to be an invaluable member of the practice team. Register now and improve the outlook for your clients, their pets and your veterinary practice....

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12 months access to recordings and course materials is included. Please note that these are webinar recordings and not live events. Full details on how to access the Mini Series will be emailed to you.
  • Explore the concepts of marketing and customer experience in detail
  • Plenty of practical tips to help you manage customers face-to-face
  • Know how to create a marketing plan for your practice
  • Learn how to manage warm and engaging practice social media communications
  • Decrease your stress levels and find out how to engage better with ‘difficult’ clients
  • Self-assessment quiz to ‘release’ your 8 hours CPD certification (don’t worry, you can take them more than once if you don’t quite hit the mark first time)
  • AND…you have a whole year’s access to recorded sessions for reviewing key points
  • Superb value for money – you learn without travelling or paying for accommodation, childcare or petcare
  • Watch the recordings on your iPad

 

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What will I learn on this course?

Session 1: Practice Marketing and Client Engagement – Why it Matters

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Marketing used to be about telling potential customers what you do. Now it should be much more about how you do it, why you do it better than anyone else in the area and how it feels to be your customer. Recommendation is a key factor for pet owners when choosing a practice – it matters what your current clients think about you because they’ll be telling others. You might have a whizzy website and a flashy new logo, but if customers are regularly kept waiting and don’t understand their bills, these experiences say far more about your practice. We’ll look at the fundamental principles of marketing before sharing some practical tips that will help you recruit and retain clients through consistently great customer care.

  • Assess the demographics of your practice’s client base
  • Tailor communications to the specific needs and background of your target customers (budget or exclusive, retired or young families etc.)
  • Understand the principles of a marketing plan and begin to create one for your practice

 

Session 2: Your Role in Practice Marketing and Client Engagement

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Effective marketing will bring new owners to you, then you have to keep them. The receptionist is the first member of the practice most new clients will meet – if she is warm, friendly and efficient then the owner confirms their initial impression of the practice, and feels that her high expectations of the service she will receive there will be met. However, most receptionists meet these criteria (hopefully!). What really sets your practice apart is a personal service – recognising familiar faces, greeting owners and their pets with genuine warmth, making eye contact, using their names – these show that you really care about their customer experience.

Before the internet, the recession and the proliferation of new practices, owners would visit their local practice for every aspect of their pet’s care, and stay loyal to that practice for life. Now there is more choice – you can’t rely on owners choosing and staying with you. Before they can choose you, they have to know about you, and marketing your practice begins long before the client comes through the door through routes such as social media and an online presence. Once the owner becomes a client, it’s all about retaining them by providing superior customer care at every point of interaction. And the receptionist interacts with each client more than any other member of the team.

  • Manage warm and engaging practice social media communications
  • Deliver an excellent face-to-face customer experience
  • Engage better with ‘difficult’ clients

 

Session 3: Measuring the Client Experience – You Can’t Control What You Can’t Measure

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Word of mouth recommendation is both powerful and profitable. The number of new clients coming to you via this route could be significant, and their recruitment is very cost effective. We know this because we’ve measured it; we’ve seen the results at practices up and down the country. This session will show you how to measure the success of your marketing activities, as well as how to measure the resulting client experience. Because when you know how you’re doing, you know how much better you can do.

There are several ways to capture client data easily and effectively, and this session will look at the kinds of data you should be routinely collecting, and also (crucially) what you do with it! As a bare minimum you should record email and mobile numbers for all clients, and ask for their communication preferences. Text message reminders are a very cost effective way to boost compliance, and email newsletters can be produced for a fraction of the cost of printed versions. We’ll also explore some established models and methods of collection for customer experience data, many of which you can measure and monitor yourself.

  • Understand the principles of the Net Promoter Score and implement an ongoing process of data collection
  • Identify the most effective routes for data collection at your practice
  • Measure your customer experience and set realistic targets for further improvement

 

About The Presenter

Alison-LambertAlison Lambert BVSc MMRS MRCVS

After qualifying from Liverpool University, Alison worked in small animal practice for several years, before working for Hills and MARS, where her passion for the customer experience was born. As founder and Managing Director of Onswitch, Alison sees pet owners behaving less like ‘clients’ and more like ‘shoppers’.

Onswitch are Market Research Society Company partners and members of the Mystery Shoppers OnswitchProviders Association. Alison is a visiting lecturer in customer understanding at Nottingham University Vet School, and sits on the RCVS communications committee.


Buy with absolute confidence

Your purchase is protected by the CPD Solutions no quibble money back guarantee.

Need some help? Call us on +44 (0)151 328 0444


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Take advantage of the easy format of the online Mini Series and dramatically improve your receptionist skills!
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GREAT VALUE ! Your Course Rate is Just £227 + VAT* 

The price includes all 3 sessions, notes and quiz – 8 hours of CPD

No traffic jams, accommodation hassles, pet or child care, rota clashes, locum fees….just great CPD and a valuable ongoing resource

* overseas customers outside the EU will not be charged VAT. Overseas customers in the EU; provide your VAT number and we will refund the VAT.


All the sessions are now available as recordings and you have access to them for a full 12 months after purchase.

So buy now and take advantage of this really easy to attend online CPD format.

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Buy with absolute confidence

Your purchase is protected by the CPD Solutions no quibble money back guarantee.

Need some help? Call us on +44 (0)151 328 0444

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