Our in-house team of friendly, qualified trainers offer a variety of training courses to cover your business needs.

Every Simplyhealth Professionals trainer brings with them their own unique professional experience across a multitude of different sectors. Choose from one of our existing courses, or give us a call and we can create a bespoke course for your practice.

Our trainers are also happy to appear at open days or events. As skilled and experienced presenters, they can cover a variety of topics that your clients or team may find useful. 

All of our courses qualify for CPD, and are included in your membership. To book a session, please email us at training@pethealthplans.co.uk or speak to your Business Development Consultant.

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Steve Holman

Vets Training Manager - Simplyhealth Professionals
Phone: 07964 505240
Email: SteveHo@denplan.co.uk

Steve has over 10 years' experience as a trainer. After a number of years as a Relationship Manager in the financial services sector, Steve started his training career at Barclays before moving to Simplyhealth, where he managed the learning and development for call centre and field sales staff. In 2013 Steve became the Training Manager for the Simplyhealth Professionals Vets team, he has since spoken at corporate events and conferences, including the London Vet Show and SPVS - VPMA.

Steve has designed a number of bespoke courses focused on challenges faced within vet practices, and is also the proud owner of a six-year old bulldog named Fitzroy.




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Fiona Rowe

Vets Training Manager - Simplyhealth Professionals
Phone: 07974 832907
Email: FionaR@denplan.co.uk

Fiona graduated with a specialist education degree from Liverpool John Moores University in 2009. Since then she’s been working in the further education sector, as well as a stint in South Korea teaching English as a foreign language.

Fiona confidently uses a range of training styles to make learning interactive, interesting and relevant. She’s passionate about helping people recognise and use their own strengths and abilities to be the best they can be. In her spare time, Fiona is an avid netball fan and frequently trains local teams. She has a seven-year-old Staffordshire Terrier called Tizzy and two cats called Sooty and Minky.



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Victoria Newton-Gore

Vets Training Manager - Simplyhealth Professionals
Phone: 07880 472033
Email: VictoriaNG@denplan.co.uk

Vicky Newton-Gore delivers soft skills training to both internal teams as well as veterinary practices to enhance interpersonal skills and sales abilities. Vicky has a long experience at ITV in various production roles which enabled her to establish a valuable reputation with clients and employees.

Despite being new to the veterinary industry, Vicky is highly skilled in developing teams having come from a training management role within the telesales industry. Part of this role included writing and designing material offering, interactive and engaging training. Vicky adores animals and loves every opportunity she gets to spoil her two cats.





Training Courses




Handling confrontation

Our expert trainer will provide real life examples and effective methods to help you and your team to handle confrontation with more challenging customers.

Anticipated outcomes: On completion, attendees will be able to recognise what behaviour they can and can't change, and develop methods to change the situational behaviour of challenging customers, while remaining calm and in control.

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Customer service excellence

Customer service is a vital part of creating and maintaining loyalty with your clients. On this course we explore different approaches and help you to develop a customer service ethos for your team.

Anticipated outcomes: For attendees to demonstrate customer service principles in a work environment. Helping the team to understand the effective application of the conversation cycle, and maintain more control when handling confrontation. Attendees will create an action plan that they can apply in real life situations.

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Effective communication

Communication skills are a key part of effective customer service. This course explores the many different ways we communicate, as well as covering rapport building tips, complaints and objection handling.

Anticipated outcomes: After completing this course, staff members will have the confidence to tackle difficult clients. They will be confident in knowing how to get the information required to provide the best service for your clients, and be able to create a comfortable 'state' where all parties can converse freely and comfortably. They will be more aware of factors which can influence how people communicate, such as listening and questioning skills, and differing communication styles.

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The power of a positive attitude

So much of success is down to confidence and a positive mental attitude. This course focuses on how you can maintain a positive frame of mind to create the best environment for success. 

Anticipated outcomes: Attendees will learn how to create a positive frame of mind for successful outcomes, including exploring how attitude, skills and knowledge combine to create confidence. 

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Outbound calling

This course focuses on the very real experience for many practices of having to call a client to chase payment, and how your team can set themselves up for success when making these calls.

Anticipated outcomes: After this course, staff members will have methods to encourage a positive frame of mind before making a call, as well as knowing how to structure a call for the best chance of the receiver to engage with them.

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Soft sales process

How to sell without feeling like a salesperson. This course teaches your team how to focus on having a quality conversation with clients to maximise sales opportunities, rather than hard sell techniques.

Anticipated outcomes: Attendees will feel confident about how to have a quality conversation with a client about their pet health plan, without it feeling like a sales pitch. Instead they're taught to engage in a two-way conversation, and use the information they gather to shape the products and services to suit the clients' needs.

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Preparing for a successful phone call

A lack of body language and non-verbal cues can make telephone conversations challenging for many people. This course provides a structure for a successful phone call, to ensure it leaves a lasting impression for all the right reasons.

Anticipated outcomes: After this course, participants will feel more positive about receiving client calls, and be comfortable taking action to handle such calls with high levels of customer service.

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Client journey

Thinking about a client's experience, from their earliest contact with your practice, to how they feel after they've walked out the door, can give a unique insight into how your team approaches customer service. It aims to encourage your team to consider each client as an individual and adapt their behaviour accordingly.

Anticipated outcomes: All delegates will be able to take a step back from their role and demonstrate an understanding of the client's experience. They will start to see the practice and all interactions from the client's perspective, enabling them to identify any potential issues. 

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Industry overview

Sometimes understanding the big picture is the best path for success. This course provides an overview of the veterinary industry. It encourages delegates to consider what the practice of the future will look like, and how an animal health plan can support that vision.

Anticipated outcomes: All attendees will be able to demonstrate an understanding of the changes in the market, and have an awareness of what changes the future may bring. Delegates will be able to confidently recommend health plans, knowing they help contribute to the success of the practice and the health of pets.

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Growth Mindset
To explore how a person's mindset impacts on their behaviours towards challenges faced throughout their lives and careers and the impact of these behaviours. 

The delegates will demonstrate an understanding of their own and other's mindsets and the impact of the associated behaviours. Delegates will be able to break down the processes they have to go through in order to complete everyday challenges they face in the workplace and personal life, setting process goals to overcome these challenges.

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