International Veterinary Academy Bulletin

Exceptional Receptionist – Free of charge In-house training.
Our Exceptional Receptionist training gives our receptionists a strong foundation of knowledge to start their career in IVC. The course
takes approx. 3 hours and comes with a workbook, pen, badge and USB stick with useful information. Topics include; communication,
client satisfaction, difficult clients and situations, bereavement, and asking for money. Further information regarding courses please
contact your practice manager or email your Receptionist Development Manager Lucy March at lmarch@independentvetcare.co.uk
Pet Behaviour and Product Knowledge – Free course with a cancellation fee of £35.
Why do animals behave in a certain way in practices? what are the signs of behaviour in animals, how can you support clients with Pet
Behaviour, how can we improve the veterinary environment for our patients. Also as part of this course you can learn how to have
discussions with clients about products in practice, over the counter items and when and how to start conversations.
Locations; Leeds, Nottingham, Chester, Morpeth, Gatwick, Newport and Edinburgh.
Pet Bereavement Supporter – £75.
1 day course enabling delegates to know how to deal with Bereavement in practices. How to support owners before and after a
bereavement, dealing with difficult situations, how to make the process easier for clients, what can you do in practice to make this a better
experience and remembrance and support after a bereavement.
Locations; Manchester, Glasgow, Reading and Warwick
Exceptional Client Journey - Free course with a cancellation fee of £35.
How do we ensure that our clients have an Exceptional experience in practice? Why do you need to keep your clients? Why do clients
leave practices? This will follow the journey that a client takes when contacting or visiting a practice. Training will provide support,
knowledge and tools to ensure that we retain existing clients and attract new clients to our practices.
Locations; Leeds, Nottingham, Chester, Gatwick, Newport and Edinburgh.
Taking Payments with Confidence - £35.
Asking clients for money can be a difficult part of the role. We will look into the reasons why we have to charge fees and why clients have
to pay. The course will provide delegates with the skills and confidence to be able to have conversations with Clients about payment, how
to prevent non-payment, reduce debt and communication.
Locations; Leeds, Nottingham, Chester, Morpeth, Gatwick, Newport and Edinburgh.
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