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Managing Difficult Situations - Defusing Complaints

MDS - Defusing Complaints - Norwich

3 May 2018

09:00 - 16:30

No-one in business relishes the prospect of dealing with difficult situations.Veterinary practice is no different. Complaints in particular can have a profound and destructive effect on team morale, and ultimately the business.

Difficult situations can arise from a variety of sources and require speedy and efficient management. Handled appropriately, some disillusioned and disgruntled clients can even be converted into firm advocates for the practice.

Dealing with difficult situations, especially complaints, is a subject often raised at events organised by VDS Training. So we have arranged a one-day seminar to cover the subject in depth.

You’ll learn:

  • that it’s not always just about the money

  • the power of apologising - without admitting liability

  • how to work towards a resolution

  • a structure to deal with complaints

Who is this course for?
The programme, which will include an opportunity to practise some of the techniques covered, is aimed at all those team members who deal directly with clients, including nurses, receptionists and managers, as well as vets, of course.

Venue Location

Dunston Hall Hotel Norwich
Ipswich Road

NR14 8PG