You may not think customer service is part of the role of a Vet Nurse, but in fact you are the first point of call for clients as they enter your clinic. As a Vet Nurse, dealing with angry and unmanageable clients can leave you feeling upset, uncomfortable and uneasy, and does not make for a happy stress-free work atmosphere. Would you like to be able to deal with these clients, satisfying both the clients as well as yourself?
When it comes to dealing with difficult clients, there are generally four different kinds of personalities that you are often dealing with, who react to situations in vastly different ways.
This type of client knows what they want and when they want it, which is often then and there. Although this type of client may not be angry or dissatisfied, it may seem as though they are by the tone of their voice or verbal attitude and quick remarks. If you are not able to deliver what they are pushing for, this may result in discomfort in having to express yourself and show your authority as the Vet Nurse in that situation.
This type of customer thinks that by exerting themselves in an out-of-hand way, it will get their point across better than remaining calm.
It is the most stressful situation you can come into when dealing with customers, as well as most difficult. This type of response often will cause you excessive amounts of stress, anger and often embarrassment if there are other clients around; however, remaining calm is the key in this situation.
Overall, remember to remain calm and understanding – this is what the client will appreciate the most.
This type of client can be extremely frustrating. You do your best to execute your knowledge and facts about the situation at hand, yet they cannot follow through even after you have answered all of their questions. However, if the situation requires quick response medical attention, make sure you tell the client this, in order to avoid them coming back later on when their animal has decreased in health even more or developed something else due to not addressing the initial problem.
Have you ever had the problem of a client constantly asking you questions and for advice without realising that you are on a tight schedule, especially if you have a waiting room full of clients?
Good interpersonal communication to deal with all types of situations effectively and efficiently is the key to satisfying clients and making for a happy and productive practice and workplace.
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