Did you know 70% of people who complain hope to receive a response? When switching veterinary hospitals, 3 out of 10 pet owners left due to service issues compared to 1 out of 10 for the cost of services. Only 20% of negative comments are about the veterinary care provided, with most related to service issues or billing concerns. Bad reviews can plague your practice because 92% of consumers read online reviews. What you’ll learn:
- See complaints as opportunities for service improvements
- Why you need to respond with the speed of a Greyhound
- Identify the reviewer and investigate the situation
- How to be professional and gracious in your response
- Get templates that reduce errors, use brand tone of voice and let you personalize responses
- Take conversations offline where you can listen and reason with complainers without the Internet audience
- Treat jerks with genuine respect, even when reviews are ridiculous
- How to politely fire problem clients
- Use email surveys to get immediate feedback after visits so you can provide solutions before emotions escalate
- Ways to encourage 5-star reviews
This CE course for your entire team includes:
- Unlimited playback of recorded webinar
- Handout
- Online test
- CE certificate
- 1 hour of CE credit
For delivery details, see our Terms and Conditions.
