Veterinary Receptionist Training

The customer service provided by the veterinary receptionist team is a crucial factor for owners in determining which practice they choose, how often they visit and what they tell their friends.

Veterinary Receptionist Training For The Telephone

The customer service provided by the veterinary receptionist team is a crucial factor for owners in determining which practice they choose, how often they visit and what they tell their friends. And with as much as 90% of initial client contact taking place over the phone, ensuring your team have the telephone skills required to deal with the wide range of emotions and situations the average day brings is key.

Training your front desk team in the 5 Steps with our Veterinary Receptionist Training will help them deliver an excellent customer experience for every caller, every time. It’s a simple, but proven, process that collects all the information needed for the veterinary receptionist team to do their jobs efficiently, whilst at the same time leaving callers assured that the practice clearly has their best interests (along with those of their pets and horses) at heart. The 5 Steps are:

  1. Give a great greeting
  2. Get the client’s and pet / horse’s name, get the picture
  3. Demonstrate Love – Value – Price (in that order)
  4. Give extra information: web, social media, opening hours etc.
  5. Offer an appointment or visit

Improve your teams performance!

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Find all our available training courses here!

Veterinary Receptionist Customer Service

This one-day telephone skills course will share practical tips to help the front desk team manage inbound calls effectively, helping them convert more calls into consultations. Potential clients are not just looking for price information when they ring; they are assessing the feel of the practice and looking to share a connection with the voice on the other end of the phone. Telephone call handling (also known as first contact resolution) is perhaps the single most important aspect of the veterinary receptionist role. The 5 Steps course will help everyone who answers the phone deliver the consistently great customer care required to connect potential clients with your practice and prompt them to book an appointment – after all, the business model for veterinary practice requires 40% of calls to small animal practice, and as much as 80% into equine practice, to be converted into paid-for consultations and visits in order to ensure profitability and business sustainability. Telephone training for veterinary receptionists should therefore be a key consideration for all practice managers and owners.


5 Steps veterinary receptionist training takes place on board Bertha bus, Onswitch’s custom-fitted mobile training venue. The course runs from 10am to 4pm, with a hearty lunch and all the tea and coffee you can drink included, along with a CPD certificate. Bertha’s schedule takes her right around the UK every three months, so there is sure to be a date and a location that suits your team. However, in the unlikely event that you can’t find a convenient session, we can even bring Bertha to your practice for a bespoke private day with your team. Course content can be tailored to meet your specific training needs and focus on the unique challenges and opportunities that exist for your practice.

CPD For Veterinary Receptionists

Every course attendee on the Veterinary Reception Training – 5 Steps telephone training day will enjoy uniquely engaging and highly interactive 5 Steps training, delivered by experienced and enthusiastic trainers.


When you buy the #First4Tickets we can bring Bertha closer to your practice when we are in your area. This makes it easier for your team to get to their CPD day, but you will have to be quick as its only the first four tickets that gets this option!

To get #First4Tickets please call 01476 565 343 and speak with Carole or Danny in the Bertha Team.

Find all our available training courses here!

Bertha Private Hire

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2 hours ago


Morning all
Welcome to the weekend and this great video has just popped up from Heather Vets and we wanted to share
When we look back at March 2020 - seems such a long time ago - none of us knew what the coming months would bring
Nobody had a rule book for “Managing a vet practice in a pandemic”
There wasn’t any history to go Google!

So in the beginning all we had was our own Value set and purpose

Watching practices share such authentic and genuine video updates for their communities has been heartwarming and inspiring to see

We know that for many the idea of talking to camera and sharing how you feel was a big leap and a tad scary

So well done for doing it

It just show how important Values and Purpose are

They guide you through tough times

And when there isn’t an answer, you do what your value set says is the right thing, right now.

So well done Heather McCabe
This is awesome

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16 hours ago


Another week coming to a close for many of you
Where is this time going!?

So as we ponder “Eat Out To Help Out” and lots of social Interaction made us think about the impact on the team “bubble” at work

So you have all been great at keeping in “bubble” teams & managing risk of “Track & Trace” close down- so where are you now?

As teams socialise and meet folks outside their bubbles, is your risk greater between colleagues now than the clients?
One to ponder as many of you have clients back in reception if not consult rooms

Where are your risks now?
Team or client or both?

Guidance from BVA indicates full PPE between teams will be a Track&Trace exemption

So not our area of expertise at all but asking the question
Where is your risk today?
Social bubbles have become very stretched ?

What are your thoughts?
How are you managing it?

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3 days ago


Evening all

It has been a very interesting few weeks

We have been doing lots of 3 hour consultancy and training sessions with practices to help them find ways of smoothing their workflow, managing the client flow and reducing the team workload

Building on previous debates over the last few weeks on here it is good to see these sessions are finding quick wins to help practices reduce volumes of workload, in the main the inbound call

By mapping the individual steps each practice has for client for the everyday calls - vaccines neuter repeat meds pay bills etc - we can spot duplication or repetition or missed opportunity to smooth the flow and ease the workload for teams and make it simpler and smoother for clients

#CX #TX #PeopleX

So after all the sessions so far ( bookable via MSD and EasyDirectDebits) there are a few common threads
So rather than making an unnecessary step more efficient - get rid of it altogether!

Solutions so far:

1. Get more PDQ machines Get paid dont ask them to call back to pay!
2. Get an outside “Marshal” to arrive folks & manage meds dispense and general keeping the car park moving - stop the “ Ring us when you are here”
3. Preempt repeat medicine - you know when they will run out so call owners to sort Repeat script or checkup , take payment and arrange ship or collect
4. Get reminder calls outbound! Stop the inbound Calls . Call owners Book appointments
5. Use your online booking .Help folks book and sort themselves
6. Use “web live chat” to solve those “ are you open ?” “Are you doing dentals yet?” Stop the inbound call
7. Put your Health Plan joining up details on line!
8. Paint numbers on your parking bays ( make bays if you dont have bays) then you can ask owners what bay they in if you need to!
9. Create a home worker rota Do out bound calls Follow up post ops , booster calls , chase payments etc
10. Get a medicine delivery subscription set up to manage repeat ongoing parasite and long term meds!
11. Use video consulting for post op checks, nurse consults, any triage consults if owner in doubt , to keep traffic flow lighter Offer the option some will do

Each practice so far has found a few key steps that will help
#Consultancy #JFDI
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Always a good place to start when we start talking about costs!
So what folks experience matters
How was the #CustomerExperience around the purchase?
#cx matters as it is the memory of the purchase
No #memorable #cx it is purely a price / cost memory #cx

#veterinary #local #community

Liked this one and so very true #OneVetTeam

Team time to
is so important
Great to hear ...wish we were there! Fancy being the boss?
Open your own practice?
Why not!
Now is a good time to be #Different #Local #Community
#business #OneVetTeam

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01476 565343

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