Generational Service Delivery
I noticed recently that I intuitively change my communication style when speaking to different generations of people. For example when addressing an elderly person I automatically switch from using their…
Customer Service blog posts
The Top 5 Customer Service Complaints In Veterinary Practice – And How To Prevent Them
When I’m asked to deliver customer service training to veterinary nurses, the first things I ask are ‘Where do you think your service is lacking?’ and ‘What are your most…
Service Without A Smile – Communicating Effectively While Wearing A Mask
We have been incredibly lucky here in Perth with zero community spread since the onset of the pandemic, so most of us were hit with a dose of reality when…
Pre-Admission Communications – Delivering A Gold Standard Customer Experience
This week I went for a minor medical procedure at a (human!) clinic I had never visited before. Although I had complete confidence in their expertise, knowledge and equipment I…
Confidence Boosters – 6 Tips For Handling Client Conversations Like A Pro
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…
Customer Service Safety Nets
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…
Aggressive Clients – 3 Ways To Calm The Karens
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…
Telephone Enquiries – Digging Beneath The Surface
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…
The Evolution Of Customer Care In Veterinary Practices – 2020 And Beyond
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…
Sharpening Your Customer Service Tools – How to Give Your Veterinary Team the Edge
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…
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