What sours veterinary client service

What sours veterinary client service

"Thank you for calling Main Street Animal Hospital. Press 1 if you have a question. Press 2 if you have a complaint. Press 3 if you need to speak to a representative but don't mind going round and round this automated menu some more."
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Dec 29, 2009
By dvm360.com staff

On your animal hospital’s busiest days, you may wish an automated phone system could answer clients’ basic questions for you. But you should know that customers around the world absolutely hate being trapped in automated self-service menus when they call a business — don’t you?

Customer-service software company Genesys Telecommunications Laboratories sponsored a recent survey of almost 9,000 consumers that dug deep into the causes of poor customer service in 16 countries, including the United States. Here's what the survey found to be consumers’ top four complaints:
    • Being trapped in automated self-service
    • Being forced to wait too long for service
    • Needing to repeat themselves
    • Encountering representatives who lack the skills and knowledge to answer their questions.

Take these consumer concerns to heart and ask yourself a few pointed questions. Are you and your team members making sure to answer phones promptly and professionally? Do you take the time to listen to clients and note their comments and concerns? Are you confident enough in your training to answer pet owners' questions? If you answered no to any of these questions, spend a few minutes brushing up on client service by checking out the related links below.

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 patient's 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.