Alan Robinson BVSc DMS MRCVS

Alan qualified as a veterinary surgeon in Australia and has 23 years experience in practice in the UK and Australia. He has worked as a consultant in the areas of technical service, training, product development and marketing for the veterinary pharmaceutical industry and has successfully delivered coaching and management consultancy in electronics, pharmaceutical, global retail and veterinary industries. Current projects in the veterinary market include benchmarking, seminars, CPD workshops and practice performance management

Course Content

A practice can have the best vets, the best staff, the best equipment and biggest car-park – but without customers you do not have a business. Veterinary managers are often focused on the clinical aspects of the client-patient interaction and do not always appreciate the ‘emotional‘ basis of the pet-owning customer. Getting this right lies at the centre of practice success.

Key Learning Objectives

By the end of this course, delegates should be able to:

• Understand the key elements of quality customer service

• Understand current strengths and pitfalls in customer service delivery

• Develop a ‘service attitude’ in the practice

• Understand the importance of client communication and getting tangible results

• Deal with difficult and stressed clients