Train your veterinary team

Train your veterinary team

Dealing with unhappy clients is just the beginning.
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Oct 13, 2011
By dvm360.com staff

Dealing with unhappy clients is just one of the many skills your receptionist needs to be an effective customer service representative. In The Veterinary Receptionist's Handbook, Second Edition (Advanstar Veterinary Healthcare Communications, 2000), authors M.T. McClister, DVM, and Amy Midgley offer these four steps to cool your clients' hire:

1. Let the client know you realize he or she is upset.

2. Find out the reason why.

3. Work out a solution for the problem.

4. Record exactly what happened in your client complaints notebook and in the client’s folder.

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patients' lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.