Biography

Lisa Maxwell MA Hons PG Dip AIM has been Head of Client Services at Vets Now for 8 years.  Lisa studied Linguistics at Edinburgh University and then went on to study a post graduate diploma in Business and Information Management at Napier University.  Lisa has extensive customer service experience having worked at Scottish Widows for several years before moving into outsourcing as Head of Service Excellence in the world of broadcasting, then finally joining Vets Now in 2011.

Since joining Vets Now, Lisa has been responsible for a number of major, innovative changes including centralising complaint handling, the creation of an emergency contact centre, introduction of a customer support team and recently the development of a standards group to raise the profile of the frontline customer service role in the emergency setting, as well as putting forward a number of recommendations to ensure Vets Now recruit and retain exceptional non-clinical frontline staff.

In her spare time Lisa spends time with her family enjoying long walks with her 2 dogs, Willow the Golden Retriever and Buddy the Old English Sheepdog.

Session Synopses

When owners are distressed, concerned and disorientated it is vital that our approach is calm and empathic. In this session Lisa will share techniques to help handle potentially stressful exchanges in a practical, open and empathic way.