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Veterinary Receptionist Training

 

Introduction

Visiting a veterinary practice can often be a difficult time for customers, which is why it’s so important to make people feel welcome and reassured.


The veterinary receptionist is usually the first person a customer has contact with when they phone or visit a practice, and the last person they speak to before they leave. Professional, knowledgeable and courteous receptionists therefore play a major role in shaping customer experiences and perceptions.

 

Who Should Attend?

• New receptionists who want to learn best practice

• Experienced veterinary receptionists who want to refresh and update their skills

Support staff within veterinary practices who provide cover to receptionists

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Course Topics

 

The Receptionist Role

  • Etiquette and awareness
  • Presentation, dress code and company ethos
  • The expectations of internal & external clients
  • Prioritising a busy workload and managing the reception area

Meeting and Greeting Visitors

  • Welcoming visitors and making an excellent first impression
  • Confident body language and friendly expressions

Customer Care Skills

  • Maintaining consistency and delighting customers
  • Building rapport
  • Helpful attitude and acknowledging customers needs

Communication Skills

  • Professional voice, tone and language
  • Active listening skills and effective questioning techniques
  • Assertiveness Techniques - Passive, Aggressive and Assertive

Telephone Skills

  • Developing a professional telephone voice
  • Preparation and structuring calls
  • Screening and transferring of calls
  • Using discretion when handling unwanted calls
  • Getting the most from enquiries and accurate message taking

Managing Difficult Situations

  • Keeping calm under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy

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Delivery Style


• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.

 

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Learning Formats

 

Option One: Tailored In-house Training (Suitable for Groups of Staff)

 

Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 75-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (subject to our availabilty). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.

 

Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.

 

 

Option Two: Scheduled Courses (Suitable for Individuals and Small Groups)

 

Please Note: Our Scheduled Course is named Professional Receptionist Training, this course covers the fundamental skills required by veterinary staff. Click here for more information about the content for this course and training dates at our three training centres throughout England.

 

Our Approach: Learners complete questionnaires prior to the course to establish key development areas. Learners complete personal action plans throughout the course to support post-course reinforcement of new skills.

Length: One day (9.30am – 5pm).

Locations / Availability: Regular courses in London, Birmingham and Manchester.

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of individual attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training is presented to learners on completion. Course manual and associated learning materials are included.

 

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Clients Include

 

                          

                          

 

 

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Veterinary Receptionist Training

Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
Enquiry form Click here

Online Booking Form Click here

“I thought the course was excellent, I have increased self-awareness and self-esteem and have learnt some valuable empathy skills.".

Cuffe Vets

Veterinary Receptionist

 

“The course content was relevant, specific and delivered excellently. The Trainer was able to maintain everyone’s attention through with his humorous delivery style”.

Canonbury Vets

Veterinary Receptionist

 

“The course has improved my confidence and helped me with my communication. The trainer shared previous experiences which was very helpful”.

Royal College of Veterinary Surgeons

Veterinary Receptionist

 

‘’I found the course very useful, I can now take away what I have learnt and put it into practice. This will help me become more professional within my job role".

Northlands Veterinary Hospital

Trainee Veterinary Nurse

 

“Very informative course. The role play really cemented the mind-set, great delivery of training!”.

Stapeley Veterinary Practice

Receptionist/Administrator

 

“Very personal, engaging and interesting course. I would recommend this to my colleagues”.

Camlas Petcare Vets

Veterinary Receptionist

 

Veterinary Receptionist Training