Vicky Gower has owned and managed her own mixed practice in Wiltshire for 10 years. She was one of the first non-vet practice owners in the country. She developed an extremely successful and profitable small animal practice based on a high level of customer service and reception skills. Having spent many hours at reception, and dealt with many client "opportunities", Vicky is now focused on delivering training and development to the most important members of the veterinary practice team.

All veterinary receptionists; new staff who want to get an overview of client expectations and also those who have been in practice a while will equally enjoy re-visiting the basics and sharing new ideas with colleagues. Nursing and administrative staff also find this course helpful if they spend any time in the reception area.

Course content

This one-day course specifically designed for the modern veterinary receptionist will motivate and inspire delegates to look at their jobs from a different perspective. Delegates will be encouraged to look for opportunities to improve their service to clients as a matter of course, creating real changes and improvements within the practice. Delegates will return to their practice with an “Action Plan” of at least 5 new ideas to improve client care within the business, how they are going to implement them and more importantly, when! They are encouraged to take responsibility for improving customer care and on-going support is offered following their attendance. 

P.S: It's worth noting that this course is primarily aimed at small animal practice receptionists, but as the principles do still apply to mixed and equine practices everyone is welcome. Just let us know in advance if your practice isn't primarily small animal, or if you would like us to cover any particular issues on the day.

What the course will help the attendees to do:

• Recognise client needs
• Communicate and interact effectively with clients
• Handle complaints competently
• Deal with bereavement more confidently
• Increase client numbers and retail sales
• Reaffirm importance of their role & increase self esteem

By the end of this course delegates should have a thorough understanding of:

• The importance of communication within the practice and to clients
• The need for attracting new clients and client retention
• The different thinking styles within the practice team
• The importance of practice procedures and protocols
• Being the important link between the practice and the client
• Basic sales skills

" I found this most informative and empowering and would like to thank you for making me 'feel valued'. Thank you both"

"I enjoyed this course a lot and learned a lot from it. Thank you for your support and time"

"Nice small group, much easier to exchange ideas"

"The course was very enjoyable, both speakers made it fun and very interesting. The notes were very clear, and easy to follow. I can't wait for the next course! Thanks for a great day! "

"We were able to talk to other people about pro's and con's in their practice. Tutors made us all feel at ease"

"Good course learned a lot. Going back with loads of ideas"

"I personally feel more confident to go back and suggest ideas. I also feel more important in my role, that I am not just a receptionist. I feel I can get more involved within the practice regarding improving customer service, database, reception area"