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XLVets Practice
Focus
02
small
talk
In this ever changing and
more challenging veterinary
environment we acknowledge
that the customer experience
should be a positive and
memorable one. We want
our clients to believe they get
the best service possible, in
an environment that really
values them.
‘We had 18 staff attend this
course from Kingsway Vets, a
mix of reception staff, vets and
nurses. The one day course
bought the team together and
worked really well. The feedback
has been extremely positive.’
Says Susan Pearson, Kingsway
Vets Practice manager.
‘Our staff felt that the XLVets
course was very beneficial,
helping them to recognise any
weaknesses and highlighting
areas for improvement, such
as dealing with sensitive and
difficult situations.
The trainer was enthusiastic and
easy to listen to, and was able
to draw staff in to participate
fully and enjoy the experience.
She was very informative and
made staff feel confident that
they were already doing a
great job.’
Many members have been
on one or more of the useful
and informative courses run
by XLVets, which provide
continuing professional
development across the
practice. We invest in people
by supporting and helping them
to progress and achieve the
customer excellence XLVets and
their member practices strive
for. This is always with the end
goal in mind - the health and
welfare of our patients.
Customer Excellence
- a top priority for XLVet
Susan Pearson
Kingsway Veterinary Group
XLVets member practices
strive to provide continuing
professional development
for all their staff. Our
Customer Excellence course
caters for reception staff,
nurses, pharmacists and
vets - basically anyone in a
customer facing role.
The learning
outcomes from
the course were;
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What customer service
is all about
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What clients expect from
us and how we can deliver
to the best of our ability
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Face to face and remote
communication and how
to excel
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Adding value. Delivering
more than the client
expected every time
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Managing difficult and
delicate situations