Inaugural Congress puts focus on veterinary customer care

Non-clinical staff from veterinary practices across the UK took part in what organisers said was the first congress focused on veterinary customers.

On switch launched the new CxClub service, aimed at improving the customer care experience in practices, at the Cx Congress on June 20.

A core feature of CxClub is the online learning platform, which hosts video content from pet and horse owners, customers experience experts and practice teams. Tutorials cover a range of topics to help customer care teams deliver excellent care while working towards accredited CPD in a series of 30-minute, video-rich programmes.

“We watch vets and nurses go off to these things [congresses] every year and we fell excluded – we feel we are just reception and don’t feel valued. But here, we feel valued,” an attendee said.

In one session, delegates wore blindfolds so they could appreciate the challenges facing visually impaired clients.

Next year’s congress will be held on June 25.