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The VCMS will be running a series of free lunchtime webinars this autumn to help equip veterinary professionals with the skills they need to handle common complaints and client disputes with confidence.
Using the insights gathered by the VCMS from real customer complaints and case studies, the practical and informative webinar series will address trends and recurring issues and key areas where there are often knowledge gaps or where improvements can be made.
The 30-minute lunchtime sessions running throughout October and November will be presented by the Head of VCMS, Jennie Jones, and VCMS Resolution Manager Alison Scull.
Jennie said: “We have used our many years of experience in mediating between veterinary professionals and their clients as the basis for these webinars, offering delegates the benefit of our real-world experience and offering actionable strategies that we know work. This ensures the learning experience is both relevant and insightful for veterinary professionals, and they can come away with hints, tips and information that they can apply to their own role to improve client relations now and in the future.”
The way complaints are handled by veterinary practices has been under the spotlight in recent months, and the VCMS hopes that the free webinar series will encourage more veterinary professionals to upskill themselves in this increasingly scrutinised area of the industry.
There are four VCMS sessions available to book now:
Mapping the Modern Veterinary Client Journey
Wednesday 1 October, 12:30pm – 1:00pm
In this session professionals will learn the key stages of the modern veterinary client journey, recognising how client expectations evolve at each stage, and understanding how to analyse the emotional and practical needs of clients. You’ll also hear about how you can evaluate your own practice’s current client journey and identify gaps or friction points, and design strategies to enhance the client experience at every touchpoint.
Clear Conversations, Confident Client
Thursday 30 October, 2:00pm – 2:30pm
This session will help professionals understand the importance of proactive communication in veterinary care. It will look at how practices can set realistic client expectations from first contact to follow-up, utilising clear language and avoiding common communication pitfalls. Delegates will also learn strategies for addressing difficult topics with compassion, and how these strategies can be rolled out team-wide to ensure consistency.
What Clients Really Want When Things Go Wrong
Wednesday 5 November, 1:00pm – 1:30pm
The third webinar of the series will help professionals to better recognise the emotional drivers behind client complaints and differentiate between transactional and emotional resolution. Delegates will learn how to apply active listening and empathetic communication techniques and implement a structured approach to complaint resolution. These will be practised using real-world scenarios to build confidence in handling complaints.
Understanding the Emotions & Expectations of Today’s Veterinary Clients
Thursday 27 November, 2:00pm – 2:30pm
The final session looks at how to recognise the emotional drivers behind client behaviour and decision-making, how to identify common client expectations and how they have evolved in modern practice. Attendees will learn how to build empathy-based communication skills to better connect with clients, and to anticipate and address emotional tension points in the client journey with the aim of fostering stronger, trust-based relationships with pet owners.
Booking is now open for the autumn series of lunchtime webinars. To book your place, click on the session title and complete your registration details.
To book onto one of these sessions, please click the hyperlinks above. Recordings of the webinars will be made available once the sessions are complete.
Or for further information, contact sclark@nockolds.co.uk
