Customer Service

Question 1

why is customer service important?

Answer 1

client = money = care

Question 2

getting customer service right?

Answer 2

involves whole team

• car park
• receptionist greeting
• veterinary greeting
• departure protocol
• paying the invoice

being polite is not good enough - efficiency and competence is also required

Question 3

what owners want?

Answer 3

the best care
quick and efficient service 
cost effective 
fair prices 
easiest outcome

Question 4

client satisfaction?

communication?

Answer 4

good communication is key
think about your body language and facial expressions
- gentle nodding, eye contact subtle affirmation (mmm, uh huh), emphasis, don’t interrupt

Question 5

client satisfaction?

if waiting is likely to be over 15mins?

Answer 5

• inform clients
• offer drink
• engage - weigh pet, discuss condition briefly
• check database info
• newsletter to read

Question 6

client satisfaction?

following consult with VS?

Answer 6

find things to say

• do you have everything you need
• another appointment?
• the balance is …
• when is booster due?

Question 7

client satisfaction?

cold calls?

Answer 7

promote
- “I can tell you we are not the cheapest or most expensive. We have excellent facilities providing onsite out of hours care with good parking”
then give prices
always try to book and appointment

Question 8

main client concerns?

Answer 8

pain
prognosis
price
practicality

Question 9

developing relationships with clients?

Answer 9

consistent medical and customer service keeps clients loyal

compliment the animal - body conditions, coat etc

promote low stress patient handling (eg cat friendly practice) so know their pet’s welfare is top priority

Question 10

payment?

Answer 10

you must believe in the value and services so ask if unsure

promote fair price - consumables, effort, expertise

do not make excuses or negative comments about price

Question 11

managing complaints?

Answer 11

don't take offence 
remain calm and polite
listen and see other side of coin 
apologise - "i'm sorry you feel this way"
acknowledge and reiterate the issue 
don't try to explain practice's actions 
complete complaint form 
contact appropriate member of staff
ensure client leaves happier 

learn from experience, prevent it happening again

if becomes abusive

• don’t copy
• take to different room - avoid stressor in communal areas

Question 12

common complaint triggers?

Answer 12

not taking time to discuss procedures and plans
- owner doesn’t feel heard or consulted with

assuming they know what is happening
- do not assume clients grasp or lack knowledge

setting realistic expectations
- risks and limitations

no providing accessible information