Staff Development
Client Experience (CS in Referral Client Care)
30 mins CPD
Video
80% required to pass
Relevant for roles:
Receptionist / Client Care Advisor
Course Details
Welcome to the third video in our Referral Client Care series, Client Experience, where we focus on creating meaningful and memorable experiences for pet owners, also known as pet parents.
This session explores what defines client experience, particularly in a referral centre, and breaks down each step in the client's journey from initial contact to saying goodbye. Our goal is to ensure every interaction with clients leaves a positive, lasting impression. By understanding the client's perspective and showing empathy at every touchpoint, you can make a genuine impact on their experience, even in challenging moments.
Objectives
- Define Client Experience in Referral Client Care
Learners will understand what client experience entails and the impact each interaction has on shaping the client's overall perception of the referral centre. - Identify Key Steps in the Client Journey
Learners will be able to recognise the primary stages in the client's journey, including initial contact, referral consultation, admission, discharge, and paying the bill, and understand how to create a positive experience at each stage. - Demonstrate Empathy and Professionalism in Client Interactions
Learners will practice putting themselves in the client's position, delivering warm, empathetic service throughout the journey and handling sensitive situations, including emergencies and end-of-life care, with understanding and compassion.