Customer Care.pdf

Customer Care NSCI5712 - Introduction to Veterinary Clinical Practice - 2024 Why do you think clients leave a clinic?  Pet owner  Number of pets x Annual spend per pet x Number of years as a client = Total spend What is a client  E.g....

Customer Care NSCI5712 - Introduction to Veterinary Clinical Practice - 2024 Why do you think clients leave a clinic?  Pet owner  Number of pets x Annual spend per pet x Number of years as a client = Total spend What is a client  E.g. 4 pets x $2,000 ($5,000 for some breeds) per year x 15 years worth to a = $120,000 veterinary business? How important is it to keep this customer? Attracting a new customer costs 6 x more than keeping an existing one!  Poll Question Why is customer service important?  Scenario 1 Mrs. Johnson arrives at the veterinary clinic with her elderly cat, Whiskers, for a routine check- up. As they enter the busy reception area Mrs. Johnson sees that there are already two owners with dogs waiting and when one of them barks, Whiskers starts meowing and seems nervous. Mrs. Johnson informs the receptionist that Whiskers doesn't like loud noises and crowded spaces and asks if they can wait in a quieter area. The receptionist nods but continues leading them to a seat two spaces away from the dogs. Why do As they wait, Whiskers becomes increasingly agitated, with meowing changing to hissing. Mrs. clients leave a Johnson expresses her concern again, but the receptionist assures her that it won't be long clinic? now. When the veterinarian finally calls them in, Whiskers is trembling and lashes out at the vet. Mrs. Johnson tries to calm her pet, but the vet proceeds with the examination, ignoring Whiskers' signs of discomfort. As Mrs. Johnson is paying the bill, she is already thinking about searching online for a new veterinary practice when she gets home. Q: What went wrong? And do you have an idea how to fix it?   Make their experience with us exceptional, they are our best advertisers  Make the best recommendations for their pets  Treat them with respect & how you expect to be treated  Give them value Care for their pet like it’s your own How do we   Go over and above keep customers?  “People will forget what you said, What makes people will forget what you did, Customer but people will never forget how Service good? you made them feel.” Maya Angelou  Finding the clinic – Advertisement, online presence Follow up Carpark What is part Farewell Access of the customer experience? Advice Communication Service Staff – including YOU! Facilities  Perception - Expectation = Satisfaction  Expectations & Perceptions are formed BEFORE YOU/WE have the opportunity to influence them directly.  Based on the look of the clinic, cleanliness, dress standard, staff & client relationship, advertising, etc. Customer  YOU can make a huge difference and shape the perception by how helpful & friendly you are, by your knowledge, your skills and the service you provided the customer with. Satisfaction  Never over-promise  & under-deliver!  Build a Create the best Know the owner’s partnership based possible first & pet/s’ names & on respect & impression use them empathy Express Foster a sense of Meeting & Use inclusive language understanding of cooperation & Exceeding their concerns trust Customer Using clear, jargon-free Expectations Be compassionate & Acknowledge their worries & language with simple attentive fears explanations and examples Set realistic expectations Go the extra based on (reasonable) mile accurate information The Waiting Room  Clean, sit where your customers sit  Separate waiting areas by species  Elevated cat cage stand  Lead hooks near counter  Water bowl for dogs?  Comfortable temperature  Current magazines  Flowers/plants  Coffee/water  Soothing music  Uncluttered  Poster frames   Smile – even on the phone!  ALWAYS acknowledge a client walking into the clinic - even when you are on the phone to another customer  Make eye contact! Facial expressions & body language sent signals of respect & Greeting recognition (or disrespect!)  Be warm, friendly, helpful, professional  Use age-appropriate greetings (“Hey guys!” does not work for everyone). Acknowledge the owner & pet by name.  Assess: the client’s expression and does the animal look like it needs urgent care  Ask them how they are, if there is any concern or issue, they need help with  Establish an emotional connection: get to know the customers names & the names of their pets, show genuine interest.  Be courteous – always! Let the customer know if there is a waiting time, apologise, find solutions! This Photo by Unknown Author is licensed under CC BY-SA   Wear your name badge  Take pride in your appearance  Cultural awareness  Never judge a book by its cover!  Leave chewing gum, food & beverages in the staff room Greeting –  Don’t talk/discuss/gossip with other staff members in front of clients Things to  You might be having a bad day, but customers don’t need to know remember  Remain calm  Ask them how they would like to be contacted and confirm details.  Do what you say you will do  Remain professional at all times – be consistent Phone Presence  Pick up within 3 rings  Answer calmly, speak clear  Use the caller’s name  Maintain calm but helpful tone  Actively listen  Demonstrate patience  One conversation at a time!  Hold times < 30 seconds  If on hold for > 30 seconds let the client know someone will call them back This Photo by Unknown Author is licensed under CC BY Client Communication The art of phone triage Client Communications: The Art of Phone Triage (youtube.com) (4:50 min.)  In person: Respect personal space Gathering Remember open body language: maintain an upright posture & eye contact Patient Information & History Use open-ended questions Active listening  Know your limitations: make recommendations based on your knowledge and expertise Make recommendations based on individual pets needs Giving Advice Give the same advice as your colleagues Know your products – if you don’t, find out! Never assume what a client can or can’t afford  Upselling Techniques While maintaining integrity, vet nurses can suggest additional products that complement the client’s purchase. For example, if a client buys pet food, recommend treats or dental chews. Example: Flea treatment advice Adding Value - “Fleas are a problem all year round, therefore Fluffy needs to be treated regularly. This is the flea treatment I Retail Selling recommend. It comes in a 3 or 6 pack, which would you prefer ?” Example: Weight loss advice No one likes to be told their pet is overweight. Be sensitive but offer the best advice for their pet. “Because Bella is a few kilos over her healthy weight I recommend starting her on this healthy weight loss diet. Would you like to start with a 3kg or 6kg bag today? “  Acknowledge clients as they are leaving the same as you would when they arrive Let them know you are available if they have any concerns or questions Farewell Give them a business card or fridge magnet Tell them you are looking forward to seeing them next time they are in, this is a good way of inviting them back  Phone surgery daycare cases the same evening or the next day to check they are ok. Some clients might not feel comfortable contacting you Medicine cases- phone to see how they're doing in 1 or 2 weeks (check with the vet) Follow-Up Create touch points for services: website, txt, email, promotions, value-add offers Let them know you value them and care about them Challenging Clients Most customers will be a pleasure to deal with! Some……not so much !!!!!!! But they are still your customers……. Client Communication Managing difficult Clients Client Communications: Managing Difficult Clients (youtube.com) (7.15 min.)  Scenario 2 Meet Mrs. Thompson, a sweet elderly lady who visits our clinic once a week to buy a small bag of pet treats for her cat, Mr. Boots. However, Mrs. Thompson loves chatting with our receptionist, Jessica, about her cat's Client antics and her fond memories of pets from years past. Communication The problem? Mrs. Thompson's lengthy conversations sometimes cause delays for other waiting clients and Jessica does not know how to navigate the situation. Example Exchange: Jessica: "Good morning, Mrs. Thompson! How are you and Mr. Boots today?" Mrs. Thompson: "Oh, we're just fine, dear. Mr. Boots had quite the adventure chasing a butterfly in the garden yesterday!" Q: What could Jessica say or do next?  They will think you Are oblivious to other have all the time in the Are truly lonely and customers waiting for world to chat with just want company your attention them Client Communication Have a brief chat with Politely redirect the conversation and offer Politely excuse yourself if you have them “The lonely elderly to continue later waiting customers client” Under other Offer to deliver to circumstances always them on your way consider offering to home, it’s easier to help them out to their excuse yourself from car their home  Scenario 3 Client Ms. Smith’s cat Phoebe had a dental today. At discharge, Ms. Smith’s was so happy to see Phoebe coped well, Ms. Smith paid the bill and went home seemingly happy with Communication the outcome. However, just an hour later, she calls the clinic, upset about the charges for her cat’s dental procedure. She feels the costs were too high and accuses the clinic of overcharging. Example Exchange: Receptionist: “Hello again, Ms. Smith. How can I help? Are you concerned about Phoebe?" Ms. Smith: "I just read over the charges for Phoebe’s dental, and I'm shocked by how high they are! This is ridiculous; I can't believe you're charging so much for a simple cleaning." Q: What could the receptionist reply?  Acknowledge Let them know you want to help them. Listen actively: nod, show concern, apologise for the inconvenience/ feelings it Empathise has caused - this is not acknowledging fault! Paraphrase Repeat back to them what they have said to you, so they know you get it Client Diffuse Take them into a consult room away from other customers Communication “The angry client” Ask Ask open-ended questions. Guide to calmer state: slow your speech, use gentle tone, be kind. Explain Explain the situation – the clinics perspective Offer Redirect conversation to problem-solving. Offer a solution if there is one Ask Ask for help if you need to – no one is entitled to treat you badly  Scenario 4 A week ago, Mr. Wilson purchased flea treatment for his dogs but claims it hasn't worked, and he's frustrated with the clinic for selling ineffective products. Client Example Exchange: Communication Receptionist: "Good afternoon, Mr. Wilson. How can I assist you?" Mr. Wilson: "I bought flea treatment for my dogs last week, but it's not working at all! I'm disappointed; I expected better from your clinic." Q: What could the receptionist reply? This Photo by Unknown Author is licensed under CC BY Client Communication 5 Tips on Handling Angry Veterinary Clients 5 Tips on Handling Angry Veterinary Clients (youtube.com) (2.21 min.)  Scenario 5 Client Mr. Young rushes into the clinic, demanding immediate attention for his dog, Max, who has a developed a hot spot. Despite only waiting for a few minutes, Mr. Young insists Communication he's in a hurry and needs to be seen right away. Example Exchange: Receptionist: "Good afternoon, Mr. Young. How can I assist you today?" Mr. Young: "My dog, Max, has this weeping sore that drives him crazy, and I need him seen now! I don't have time to wait around." Q: What could the receptionist reply?  Acknowledge them and let them know they will have your full Acknowledge attention once you’ve finished helping this customer Apologise Apologise for making them wait Client Communication “The demanding Listen Listen to them – diffuse the situation client” Tell Tell them you want to help them as quickly as you can Offer Offer them a solution if possible and let them be on their way Ask Ask for help if you need it Client Communication Dealing with unhappy clients on the phone Dealing with Unhappy Clients Over the Phone (youtube.com) (3:36 min.)  Let colleagues know so Create a Get cremation details all staff can be comforting sorted before the sensitive to the environment event situation Get the account sorted Offer them a quiet Acknowledge their before the event – or - room to spend time grief, “often a look, Client Email account for payment later with their pet before and after caring smile and nod will do” Communication “The grieving client” Offer them a drink Light candle (during It’s okay for you to feel the euthanasia) sad If you are uncomfortable – ask Recommend pet grief someone else to take support the payment/deal with the booking  Send a sympathy card a week or so Mark pet as deceased in records later Client Communication “The grieving client” Show sensitivity understanding Remember – how they are when they return to pay the treated now will be what they account/pick up the ashes remember most about the clinic