Principles of Client Care
£40.00 (inc. VAT)
What is the aim of this course?
This course aims to provide you with knowledge of how you can use key skills to give the best possible client care as a receptionist.
Intended learning outcomes
By the end of this course, you will be able to:
- Identify your role in the veterinary team
- Describe the difference between client service, client care and client experience, and how to deliver excellence in these areas
- Discuss the importance of first impressions
- Analyse the components of the phone call and how they relate to the client experience
- Use effective call conversion techniques
- Apply your knowledge of the concepts of client advocate and waiting room management
Who is the course for?
This online course is suitable for veterinary receptionists working in small animal practice.
Course structure
This is a 100% online course and can be completed in your own time at your own pace.
Course Instructors
Holly Swaffer
Learning Partner
I qualified as an RVN in 2008 and worked in a variety of practices, before taking a break from clinical practice and spending a year lecturing in animal management and anaesthesia at a nurse training college. Following this, I joined CVS as an RVN in a busy general practice, before moving into the training team full time in 2016 where I now develop and deliver a variety of courses on clinical and non-clinical topics. Outside of work, I try to be at the local field archery club, or to relax at home with my collection of cats, chickens and tortoises – but I am now mostly running around after a busy toddler!
Alice Moxham
Learning Partner
Alice has worked within the veterinary industry since 2010. She began as a receptionist and later went on to complete her nurse training. She qualified as an RVN in 2017, and in 2019 took on the role of practice manager. She joined the Learning, Education and Development team in 2020. She is also currently studying towards a level 3 Diploma in Leadership and management which she hopes to complete by October 2020. In her spare time, she enjoys seeing friends and spending time with family. She also enjoys gardening and crafting. Alice has 2 dogs, 3 cats and 4 rabbits who keep her very busy.
