Program Overview
In the hectic pace of every day, it is easy to focus only on what tasks need to be accomplished. We often forget the importance of balancing a focus on the relationship with our clients and co-workers. Keeping a balanced focus on all aspects of service excellence has indisputable, positive bottom-line impact, and will take our organization to higher levels of performance.
One of the greatest challenges we face as pet healthcare professionals is to maintain our enthusiasm in each and every interaction we have with our clients and each other. We can lose the spark we once had, in the day-to-day and often repetitious task of serving.
Through a highly interactive day of discussions, experiential exercises, individual and group work, we will renew our passion for service excellence by focusing in five key areas and developing strategies for keeping the flame burning bright.
- Service: Understand how clients form their perceptions about service, and identify the factors that most influence their perceptions of excellence and build a distinctive brand.
- Personalization: Identify your varied customer base and understand their unique needs and expectations.
- Attitude: Understand emotional intelligence and practice with the tools to manage it.
- Response: Explore communication dynamics and practice effective communication skills.
- Knowledge: Focus on our interdependencies and discover ways to work more effectively as a team.
