Effective client communication is essential to your success as a veterinary technician. In this section of Vet Tech University’s curriculum you will learn how to converse with clients on the telephone as well as in person, gain knowledge of veterinary record keeping and discover how to better understand the veterinary client in order to provide exceptional client service.
Valuable Client Communication Skills
- Active Listening Skills
- Basic Math and Computer Skills
- Check-out Procedures
- Avoiding Mischarges
- Customer Service Skills
- How to Handle a Price Shopper
- Turning Price Shoppers into Clients
- How to Handle the Telephone Solicitor
- Organizational Skills
- Taming the Terror of Technology
- The Art of Scheduling Appointments
- 20 Tips to Reduce Waiting Time
- Effective Communication
- Telephone Triage Part One
- Telephone Triage Part Two
- Greeting Phone Shoppers
Exceptional Client Service
- The First Step to Exceptional Client Service – Defining Client Service
- The Second Step to Exceptional Client Service – Systems for Results
- The Third Step to Exceptional Client Service – Doing Common Things Uncommonly Well
- The Fourth Step to Exceptional Client Service – It’s Not What You Say..It’s How You Say It
- The Fifth Step to Exceptional Client Service – Teamwork Works
- The Sixth Step to Exceptional Client Service – Conclusion
- Delivering “WOW” Client Experiences
- Effective Body Language
Better Understanding the Veterinary Client
- Better Understanding the Veterinary Client Part One
- Better Understanding the Veterinary Client Part Two
- Better Understanding the Veterinary Client Part Three
Handling Difficult Clients
- Five Steps to Handling a Telephone Confrontation
- Five Steps to Handling Upset Clients
- The Art of Dealing With Upset Clients Over the Phone
Strategies of Successful Staff Members
- Flexibility in Your Job
- Following Instructions
- Professional Conduct
- Record Keeping
- Safety
- Teamwork
- Client Compliance
- The People Business
- The Importance of Appearance
Veterinary Client Communication Resources
- Understanding How a Client Perceives Quality and Value
- Educating clients on Planning Future Veterinary Expenses
- Decreasing Client Worry
- Overwhelming Pet Owners With Too Much Information
- The Electronic HEALTH Record Part One
- The Electronic HEALTH Record Part Two
- The Electronic HEALTH Record Part Three
- How to Properly Introduce Microchip Technology to Your Clients
- Safe Internet Use in Your Practice
- Understanding Microchips and Its Many Benefits
- Email Collection: Using Client Email Addresses to Enhance Communication
- Measuring Client Satisfaction Part One
- Measuring Client Satisfaction Part Two
- Grieving Clients
Safety Resources
- Safety in the Reception Area
Marketing Resources
- Marketing Basics
- The Importance of Client Reminders and Recalls
Advertising Resources
- Attracting Potential Clients
- The Use of Direct Mailing and Newsletter
