New CVS sessions help receptionists to enhance clients’ experience

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14 August 2025

CVS has delivered a series of new online training sessions to its receptionists to improve the experience of clients who visit its practices.

The free ‘Enhancing the Client Experience’ training sessions have explored receptionists’ role in offering gold standard client service. They have broken down all of the elements of a clients’ journey - from the moment they interact with CVS’ teams.

Held online every week over five hours, the new CVS training went into detail on how to; gather and interpret feedback, evaluate the client journey, and create a plan to implement improvements to the client journey. They explored three different client journeys in detail: an emergency, a euthanasia and a new client visit.

The sessions were led by Philip Webb, CVS’ Learning Partner who has worked in client-facing roles for over 25 years, the last 18 in the veterinary profession. They also offered an opportunity for colleagues to share tips and experiences. This enabled colleagues to co-work to build best practice and collectively improve client service.

Philip Webb, Learning Partner at CVS, said:

“The quality of our client care is just as important as the quality of our veterinary care. Improving our clients’ experience and giving them reasons to stay with our practices and recommend them is a hugely important focus for us. <br><br> During these sessions we gave our colleagues an opportunity to share ideas and co-create the best approach. Our training methods have been getting rave reviews. <br><br> As a result of this, we believe this new programme will make a real difference to our clients’ experience and effect whether clients come back to visit our practices.”

CVS Group operates across small animal, farm animal, equine and laboratories, with over 500 veterinary practices and referral centres in the UK and Australia. In the last five years the company has invested nearly £80 million in its sites, facilities and equipment, in addition to industry leading training and support, to give the best possible care to animals. Visit the CVS Group website for more information.