About
━━━━━━━━━━━━━━━━━ overview ━━━━━━━━━━━━━━━━━ In this lecture, you will learn the basics of hospitality from a psychological perspective. How to greet in daily work, appropriate language, effective speaking, how to listen to understand what the other person is saying, telephone response techniques, You will also learn specific methods and ways of thinking about how to prevent and respond to complaints. ━━━ the purpose ━━━ For those who want to improve their communication skills: Ideal for receptionists, veterinary nurses, and new veterinarians who want to improve the quality of communication in their daily work. For those who are not confident in handling complaints: This course is especially recommended for those who want to learn how to prevent complaints and how to respond appropriately. For those who have just started working at a veterinary hospital: Suitable for new staff who want to thoroughly learn the characteristics of the industry and the basics of customer service at veterinary hospitals. For those who are worried about answering the phone: Perfect for those who want to improve their telephone communication skills. For those interested in psychological approaches: Recommended for those who want to learn the basics of hospitality from a psychological perspective. For those who want to deepen their relationship of trust with their owners: Perfect for veterinarians and nurses looking to build better relationships with animal owners. ━━━━━━━━━━━━━━━━ the goal ━━━━━━━━━━━━━━━━ At a veterinary hospital, communication is extremely important not only with the animals who are patients, but also with their owners. Appropriate customer service leads to building trusting relationships, preventing complaints, and improving the hospital's reputation. Through this lecture, we aim to help participants improve the quality of their communication in their daily work and improve the quality of their services as a veterinary hospital. Ultimately, our goal is to build a relationship of trust with the pet owner, which will allow us to share policies on treatment and prevention, which will lead to the animal's happiness. ━━━━━━ Lecturer introduction ━━━━━━ ◎Teacher Keiko Hoshino Representative Director of man's Resource Co., Ltd. ━━━━━━━━━ Recommended for these people ━━━━━━━━━ ・Those who want to improve their communication skills ・Those who are not confident in handling complaints ・Those who feel anxious about answering the phone ・Those who are interested in psychological approaches ・Those who want to deepen their relationship of trust with their owners