Training

Our in-house training team

All of our trainers are fully qualified and offer a variety of training courses to cover your business needs.

 

Choose from one of our existing courses, or give us a call and we can create a bespoke course for your practice.

 

Our trainers are also happy to appear at open days or events. As skilled and experienced presenters, they can cover a variety of topics that your clients or team may find useful.

 

All of our courses can qualify for CPD, and are included in your membership. To book a session, please click the button below or speak to your business development consultant.

 

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Training Courses

Maximising your health plan potential

Pet health plans are fast becoming an important element of the client to veterinary journey.

This short course is a facilitated plenary session providing useful hints and tips for delivering health plans to new clients as well as retaining current clients and building a long-lasting bond.

Anticipated outcomes: After completing this course, staff will be able to demonstrate an understanding of why clients choose to leave their health plan and considered ways to prevent this from taking place. They will learn ways of adapting their communication to retain and increase numbers. They will demonstrate an awareness of marketing techniques to reach out to clients. They will be able to demonstrate a confidence in their plan and the benefits for their clients leading to a more competent and confident delivery of the plan details

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Handling confrontation

Our expert trainer will provide real life examples and effective methods to help you and your team to handle confrontation with more challenging customers.

Anticipated outcomes: On completion, attendees will be able to recognise what behaviour they can and can't change, and develop methods to change the situational behaviour of challenging customers, while remaining calm and in control.

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Customer service excellence

Customer service is a vital part of creating and maintaining loyalty with your clients. On this course we explore different approaches and help you to develop a customer service ethos for your team.

Anticipated outcomes: For attendees to demonstrate customer service principles in a work environment. Helping the team to understand the effective application of the conversation cycle, and maintain more control when handling confrontation. Attendees will create an action plan that they can apply in real life situations.

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Effective communication

Communication skills are a key part of effective customer service. This course explores the many different ways we communicate, as well as covering rapport building tips, complaints and objection handling.

Anticipated outcomes: After completing this course, staff members will have the confidence to tackle difficult clients. They will be confident in knowing how to get the information required to provide the best service for your clients, and be able to create a comfortable 'state' where all parties can converse freely and comfortably. They will be more aware of factors which can influence how people communicate, such as listening and questioning skills, and differing communication styles.

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The power of a positive attitude

So much of success is down to confidence and a positive mental attitude. This course focuses on how you can maintain a positive frame of mind to create the best environment for success. 

Anticipated outcomes: Attendees will learn how to create a positive frame of mind for successful outcomes, including exploring how attitude, skills and knowledge combine to create confidence. 

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Outbound calling

This course focuses on the very real experience for many practices of having to call a client to chase payment, and how your team can set themselves up for success when making these calls.

Anticipated outcomes: After this course, staff members will have methods to encourage a positive frame of mind before making a call, as well as knowing how to structure a call for the best chance of the receiver to engage with them.

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Soft sales process

How to sell without feeling like a salesperson. This course teaches your team how to focus on having a quality conversation with clients to maximise sales opportunities, rather than hard sell techniques.

Anticipated outcomes: Attendees will feel confident about how to have a quality conversation with a client about their pet health plan, without it feeling like a sales pitch. Instead they're taught to engage in a two-way conversation, and use the information they gather to shape the products and services to suit the clients' needs.

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Preparing for a successful phone call

A lack of body language and non-verbal cues can make telephone conversations challenging for many people. This course provides a structure for a successful phone call, to ensure it leaves a lasting impression for all the right reasons.

Anticipated outcomes: After this course, participants will feel more positive about receiving client calls, and be comfortable taking action to handle such calls with high levels of customer service.

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Client journey

Thinking about a client's experience, from their earliest contact with your practice, to how they feel after they've walked out the door, can give a unique insight into how your team approaches customer service. It aims to encourage your team to consider each client as an individual and adapt their behaviour accordingly.

Anticipated outcomes: All delegates will be able to take a step back from their role and demonstrate an understanding of the client's experience. They will start to see the practice and all interactions from the client's perspective, enabling them to identify any potential issues. 

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Industry overview

Sometimes understanding the big picture is the best path for success. This course provides an overview of the veterinary industry. It encourages delegates to consider what the practice of the future will look like, and how a pet health plan can support that vision.

Anticipated outcomes: All attendees will be able to demonstrate an understanding of the changes in the market, and have an awareness of what changes the future may bring. Delegates will be able to confidently recommend health plans, knowing they help contribute to the success of the practice and the health of pets.

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Growth mindset

To explore how a person's mindset impacts on their behaviours towards challenges faced throughout their lives and careers and the impact of these behaviours.  

The delegates will demonstrate an understanding of their own and other's mindsets and the impact of the associated behaviours. Delegates will be able to break down the processes they have to go through in order to complete everyday challenges they face in the workplace and personal life, setting process goals to overcome these challenges.

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Contact us

0800 587 2581

 

Mon to Fri: 9am-5:30pm

(excl bank holidays)

 
Our dedicated team is available to answer any pet health plan queries. Book an appointment for one of our consultants to visit your practice or simply ask us a question.