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Christine Magrath is a VDS training consultant
Having to deal with a difficult client can affect the way you feel at the end of the day. But, what do we mean by ‘difficult’ client? For some of us, it is the client who is extremely angry or in floods of tears, while for others it may be the client who asks to see another vet or won’t agree to a recommended procedure.
The good news is that it doesn’t matter what the difficulty is, because we can use a range of communication skills to overcome these tricky situations.
We are all able to learn how to use these skills and communicate more effectively during difficult encounters with clients – you don’t have to have an assertive personality to deal with difficult clients.
The following tips will equip you for your next difficult encounter.
Use ‘open’ and ‘closed’ questions
Research has shown that asking as many open questions …
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