15 March 2018
Managing Difficult Situations
A one-day seminar on Managing Difficult Situations and Taking the Stress out of the ConversationView event
3 May 2018
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.
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.
Dunston Hall Hotel Norwich