Webinar
The art of customer service: how to manage emotions and build trust

Presented by Martha Little, Regional Sales Manager, Atlantic, Ontario and Western Canada at CDMV.

Synopsis:​

Working in client services in animal health isn’t always easy. Between clients’ emotions, medical emergencies, and the pressures of daily operations, maintaining smooth communication and a trusting relationship can be challenging. Yet, this relationship is at the heart of the client experience and long-term loyalty.

This webinar introduces a four-step process designed to help you better understand clients’ points of view and instill the best actions for maintaining trust-based relationships. With a structured, empathetic, and realistic approach tailored to the world of animal health professionals, you’ll learn how to turn everyday interactions into opportunities for continuous improvement.

Objectives:​

• Understand the types of interactions that make up clients’ journeys and the resulting expectations;
• Implement tools to gather feedback;
• Learn to use the various types of feedback constructively;
• Set up a continuous improvement process.

Key concepts:  

• Differentiating the types of interactions and learn how they affect client relationships.
• Understanding the importance of client feedback.

*Accredited training by the OMVQ, ATSAQ, OAVT, ABVMA and NSVMA.

Presenter:

Martha Little, a Registered Veterinary Technician (RVT), holds a bachelor’s degree in business administration with a minor in sales and marketing. 

Well known and highly respected in the Canadian animal health community, she brings over 40 years’ experience.  She began her career as an RVT before transitioning into practice management. Her professional background also includes nearly 12 years in the veterinary food industry. In 2013, she joined CDMV as Regional Sales Manager for Ontario and Western Canada, later expanding her role to include the Atlantic Provinces. 

A gifted speaker and mentor, Ms Little is particularly valued for her pragmatic approach, combined with her passion for the veterinary field and her commitment to advancing the industry. She actively contributes to the development of the field by implementing best practices that promote the growth of veterinary clinics and hospitals. Her contribution has been recognized twice by her peers and veterinarians.

She received the ”2023 Outstanding Contribution Award” from the Ontario Association of Veterinary Technicians (OAVT) and the “2024 Honorary Membership Award” from the Ontario Veterinary Medical Association (OVMA).