Complaints and Mistakes is the ninth instalment of the module 'Caring for Clients'. No matter how brilliant a veterinary practice is, unfortunately complaints and mistakes are unavoidable. Handling these effectively and professionally make all the difference to a practice and sometimes can even give opportunities to 'wow' a client. This presentation will compliment other course from Chunk Training such as; Communicating, Listening and Conversing and Delighting the Client.
This course is aimed at the client care team as they are more likely to receive the initial complaint. Although they may not deal with the complaint thereafter front of house staff must know how to respond professionally to ensure the client has the best possible experience during a sensitive time.
What You Will Learn
Every complaint is an opportunity for the practice to improve be it major or minor. All too often can staff members become defensive when dealing with a complaint resulting in poor results. This course will discuss the different types of complaints which may be received and how to appropriately respond. The course will also explain that mistakes can be made easily and how best to resolve the issue.
About The Provider
The course is delivered by Liz, a virtual teacher who will deliver the content originally written by Liz Watkins (MRCVS). Liz qualified from the University of Bristol in 1982 and took the opportunity to purchase a small practice with two vets in 1990. Over 30 years Liz built up the practice to have 9 vets across three sites and the practice was very successful. Aside from her clinical interests, client satisfaction has always been a passion of Liz's and she has always strived to deliver the highest quality of care to both the pet and the owners.