Is your team tired of dealing with difficult clients? Dr. Andy Roark is here to help!
Who is this for?
The Entire Veterinary Team! (Front desk, techs, assistants, veterinarians, anyone who works in practice and talks to clients)
How do I use it?
Our handy facilitator video and downloadable PDF will help guide you through the course – and help you teach the course.
One year of access to The Angry Client Course! This course contains three different programs that can all stand alone or be used to support each other for maximum staff engagement. The three programs are:
1. Using Active Staff Training in Your Practice
The first section is a 1-hour modular course for practice leaders who want to run active training sessions in their practices. Dr. Andy Roark walks leaders step-by-step through how to draw their staff into active training sessions, make these sessions fun and memorable, and use the flexibility of this program to work with whatever time you have available.
2. Charming the Angry Client
Dr. Andy Roark presents SIX TOOLS that make up an effective response to angry and complaining clients. Each tool is a separate 5-10 minute video. These videos can be shown in series, or each one can be used at a different staff meeting or training session. Discussion questions for each section are included to help you have positive, productive conversations with your veterinary team about what will work in YOUR clinic.
3. Case Examples
The Case Examples program includes 10 different video vignettes that show an angry veterinary client making a common and relatable complaint to the viewer. Each example comes with optional background information on the client that can be shared with the team to provide more context. These videos are all designed to give teams a chance to work together to decide what they would say and how they would say it. These examples are fantastic for group discussion, coach-the-coach exercises, or for role play!
Case Example videos include emergency situations, phone calls, a euthanasia complaint, and both dog and cat-specific complaints.