Customer Service blog posts
In the veterinary industry, we often find ourselves navigating client conversations filled with emotional landmines and potential for blow-ups. For our younger team members and inexperienced trainees, talking to clients can be a daunting and often overwhelming prospect.Here are my 6 tips for overcoming the fear of rejection, refusal or…
Customers have higher expectations than ever before. The anonymity and speed of online shopping has given consumers a renewed sense of confidence and they are not hesitant to switch to another service provider if they feel disappointed with their experience. Most times we only get one chance. We may not…
We’ve all been there. An upset client is shouting at us, calling us every name under the sun and threatening to tell everyone how awful we are. It’s distressing for us, for other clients who may be present and for our patients who don’t understand what’s going on. Not all…
I was speaking with a client yesterday about Customer Service training for vet nurses and receptionists who regularly handle telephone enquiries. Their challenge was encouraging team members to go beyond simply providing a price before ending the call. Every telephone enquiry is an opportunity. In fact, I like to think…
We’re all in this together. Great! Except that it doesn’t always feel like that. When you work in an industry that’s emotive by nature and alternately full of joy and heartbreak, the sudden absence of physical touch can have the potential to create a disconnect in our client relationships if…
Exceptional customer service will make the difference between a pet owner staying or leaving your practice. In an age where online reviews travel faster than the speed of light it’s no longer enough to deliver satisfactory customer service. Your customers expect more and they will share their experiences with the…