Customer service

Customer Service will always be at the core of our client satisfaction and retention yet, it is the area within practice that we spend little attention and
investment on.

Clients from all services and industries are demanding a higher level of customer service, and the veterinary field is certainly no exception. We need to deliver excellent client care in order to attract and retain our clients.

Telephone Mystery Shop
We will call your practice and branch surgeries with a set scenario which will test the receptionist ability having been given a wide range of opportunities to market your practice, sell the benefits, products and services and attract and invite a new client into your practice. The Mystery Shop can be for as many practice members as you wish
and is an excellent way to identify any needs for specific protocols which we can then develop to ensure staff are consistently attracting new business.

You will receive a detailed written report on the Client Experience with key points of the conversation highlighted, the missed opportunities will be revealed and the exceptional areas congratulated.

This report can then be used as a training tool for the reception team.

Customer Service Report
We visit your practice with the Fresh Eyes of a new client; this will produce an honest report specifying the good and the bad (and the ugly!) from a clients perspective, covering not only what they see, but hear, smell, feel and experience on arriving and entering your practice.

We will also report on your waiting room, communications both client and internal and look at the processes used when managing clients.

Your report will give you a To Do list of suggested improvements and areas to give attention; there may be training issues or protocols needed. Your Vetfocus consultant can then help you to implement them, deliver necessary training, help with the protocols or manage some of the processes for you. Remember we work on your business so
that you can work in your business!

Training
We can deliver bespoke Customer Service Training to any members of your practice team. We will invoke a sense of pride in your team and an understanding of the importance of delivering consistently high standards of client care.

The Mystery Shopping report can be used to:
• Fully utilise the good points exposed and share them within the team to create consistency
• Suggest protocols for the weaker areas
• Create templates for reception handbooks

We can use these findings and those from the Customer Service report, together with any weak points that you have recognised yourself; produce your training and help with protocols.

Once we have identified the areas that may be weaker, we can agree with the management a training package. Full day or short sessions can be tailored specifically for your business.

The result is to get all of your staff singing from the same song sheet and delivering exceptional client care!

Thank you for arranging to come to our surgery and train our reception and nursing staff. The day was well organised and informative. She has a very good understanding of the day to day workings of a veterinary practice and the staff responded well to her suggestions and advice.
We especially liked her informal manner, which had the staff thinking of new ways to improve our client care.
A very interesting presentation with clear objectives set and easily achievable goals. As a VN it has been invaluable to hear how receptionists view their roles within the practice, especially some problematic interactions with nurses, and some clear objectives to make the whole team more efficient and beneficial to the practice.