atDove Blog | Veterinary Training Blog

Veterinary clinics respond to hundreds of client requests each day. In this interview with Client Experience Training Specialist Breanna Gordon and Director of Client Care & Patient Access Erin Erck, we’ll share how DoveLewis handles client requests through effective and clear communication.

Birdie: Hi, my name is Birdie and I'm the Training Specialist for the Client Experience Team here at DoveLewis.

As a 24-hour ER facility, we have clients who call and come in worried, upset, nervous, pissed, and frantic. The emotions can run the gamut and sometimes bring a client to behave in an aggressive and confrontational manner. The goals when dealing with these clients are to defuse the situation, focus on the pet, and keep everyone safe. Here are a few tips we use when training new staff members about dealing with difficult clients:

A chicken, a rabbit, and a skunk walk into DoveLewis…