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Customer Service Intelligence

Customer Service Intelligence

  • 29500


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 course outline is provided below. Upon successful completion of the course, each participant will receive a Certificate of Achievement.

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

Interested in enroling your workplace? Contact us to discuss your options.

Course access instructions are available from the 'Instructions' tab in the top menu and also supplied in the purchase confirmation email.

The Course:

  • Who should undertake this course? Veterinarians, Practice managers, Reception personnel, Veterinary nurses, Kennel personnel.
  • Nominal course duration: 18 hours
  • Enrollment duration: 9 months
    (Access period begins upon successful redemption of an Access Token)

Course includes:

  • Downloadable course 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.

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Program Modules

1. Understanding your Clients & Customers

Wouldn't it be nice if you knew exactly what each of your clients want? The good news is you can! This session will teach the fundamental skills needed to uncover your client's needs, expectations and perceptions, and enable your team to deliver a superior customer service experience.

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

  • Understand their role as part of the professional health care team in relation to responsible pet ownership, pet advocacy and client care advocacy
  • Uncover client expectations and perceptions
  • Understand basic consumer behaviour
  • Understand how to build rapport and identify client needs
  • Understand styles and modes of communication

2. Mastering First Impressions

First impressions are lasting impressions, and they start from the moment your client enters the practice or picks up the phone.Therefore, reception teams must have the skills required to make a professional impression. This session will equip participants with the communication skills to exceed your client's expectations, and ensure your practice stands out from the crowd.

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

  • Understand the power of first impressions in the practice and on the telephone
  • Understand why personal presentation counts
  • Utilise recognition and acknowledgement skills Identify professional telephone communication skills

3. Essential Sales Skills

Successful sales is about understanding the clients need and communicating the benefits of the product or service to meet that need. This session 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 sales skills within the veterinary practice
  • Implement techniques for presenting products and services using a contemporary approach to selling
  • Understand the usage of advanced questioning, key features and meaningful benefits
  • Manage situations when clients object or need more information to make buying decisions

4. Working with Difficult or Grieving Clients

Though each client and situation is unique, supporting difficult or grieving clients is much easier with the right skills. This session 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 the grief process
  • Develop strategies to support grieving clients
  • Understand why clients can be difficult
  • Develop strategies to handle difficult or aggressive clients

5. Mastering Last Impressions

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 session 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 how to professionally hand over the client from the consultation room to the reception counter (Veterinarian to Receptionist/Nurse)
  • Identify the steps to presenting invoices and estimates for future services
  • Define the skills required to make an excellent lasting impression with clients

6. Setting Standards in Customer Service

Your customer service standards are what set you apart from your competitors. They are of paramount importance as they are the key foundational points by which your team delivers its customer care. During this session, our trainer will facilitate the development of Customer Service Pulse Points for your practice, defining the level of service to be offered at each client visit, and will establish an action plan for implementation.

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

  • Understand the induction plan process
  • Understand the principles of adult learning
  • Understand coaching skills to develop new team members

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