Resources: The dvm360 Veterinary Receptionist's Handbook, Third Edition - Firstline
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Resources: The dvm360 Veterinary Receptionist's Handbook, Third Edition
Find articles, tools, and resources from this indispensable resource to train new receptionists and long-time customer service representatives by M.T. McClister, DVM, and Amy Midgley.

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Below, you’ll find a list of resources to help with your training goals, boost your client service, and impress customers and your doctor. Check back often for updates.

Client payment policies and procedures

Offer estimates and treatment plans

Enhance the value of your service

Sample script: Avoid blowups over the bill

Practice structure and policies

Sample hierarchy of authority

Training protocol

Sample dress code

Advice on how to makeover your style to look the part of a professional receptionist

Sample script: Publicize your payment plans

Phone shoppers

How to avoid playing doctor and start hooking new clients who call to phone shop

How to convert phone shoppers into clients

Video: Price shoppers are an opportunity, not an annoyance

How to talk quotes with clients on the phone

Client service and scheduling

How to properly handle credit card information

Sample scheduling approach to handle last-minute appointments and emergencies

Common scheduling mistakes—and how to fix them

Client education

The most common toxicoses in dogs

The most common toxicoses in cats

Sample euthanasia consent form

Sample “My Big Day” handout to help explain the care the pet receives when it’s at your practice

Euthanasia resources

Euthanasia: It's OK for you to cry

Euthanasia: 7 coping strategies for veterinary team members

Handling euthanasias: Tender care for grieving clients

Photo gallery: 4 ways to pay tribute to passed pets

Pet loss resources

Angry clients

How to handle out of control clients

Marketing strategies

Build a brand in 5 steps

5 basic rules of social media

9 tips for super (successful) veterinary service

How to survey clients about the service they received at your clinic

Market your practice through your website and email

Useful forms

Sample photo release form to gain permission to post pets’ pictures on the web

Sample surgical consent form

Team training and growth

Free Team Meeting in a Box, “Stop Getting Burned by Ear Infections”

How you can contribute to pet weigh-ins and weight-loss programs

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