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STAF118-1107 : Advanced Front Desk Supervisor
Maryellen Ferring, BS, MS, CHA, CE
November 27 - December 27, 2007
Real Time Sessions: Monday evenings, December 3, 10 and 17; 9pm-10:30pm ET (USA)
COURSE DESCRIPTION: The front desk/receptionist supervisor is the person with the greatest customer contact. We'll review customer service and why it's vital to the success of every practice. The goal is for customers to think of the practice every time they consider care for their pets. During the course we'll study personalities; how to recognize four styles and their communication preferences. By understanding personalities, front office staff can adapt communication style to connect with customers and improve relationships. We'll also study ways to communicate with customers to be sure we're meeting their needs and communicating value so they'll continue to use the practice and recommend it to friends.
This advanced course for front desk personnel and office managers specifically addresses client personalities and adapting communication skills to address each of those personalities. We will cover more communication goals and values to help your practice excel as well as assist you in training and supervising your staff. Maryellen Ferring is a certified hotel educator and hospitality administrator. She has worked in the customer service industry for over 20 years. She expanded her customer service workshops to veterinary practices a few years ago filling a niche where few customer service courses exist. NOTE: This course naturally follows the Essential Client Service Skills course and Challenges Facing the Front Desk/Receptionist course, however they are NOT prerequisites.
Upon completion of this course, the participant should be able to:
Week 1: Understanding your customers to better serve them
During this session we'll review customer service and why it's important to all veterinary practices. We'll study four basic personality styles and develop strategies for dealing with them.
Week 2: Adjusting to the client
Communication comes in many different forms. We'll build on personality styles and non-verbal communication and then practice using communication techniques to strengthen your relationships with customers. By connecting with customers they'll begin to think of your practice as the concierge for all their pet needs.
Week 3: How service creates uniqueness and loyalty for your practice
As you continue to move your practice forward, it's important to check with clients to be sure you're meeting their needs. We'll work on questions to ask in person, over the phone and as follow-up to be sure you're doing what your clients want. We'll also strategize to find your unique and distinctive service differences that set you apart from the competition. People purchase based on value. What value are you providing your pet parents? Do they understand the value proposition of your practice?
LIBRARY MATERIALS: Library materials will be made available prior to the topic week so participants will have plenty of time to prepare for the real time sessions and discussion.
MESSAGE BOARD DISCUSSIONS: Message board discussions regarding the topic presented will begin on the day the course opens and continue for one week following the last real time session. These discussions will be held in the VSPN CE course area.
CE HOURS: 4.5 (RACE and VHMA approval applied for)
$83 ($75.00 early bird special if registered before November 13, 2007).
* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status). You must include the following information in the comments section of the CE enrollment form in order to be eligible for this discount: your program director's name and contact information (email/phone) and school name.
** NOTE: Registration will be closed at 5pm ET on May 7, 2007 or as soon as the maximum number of participants is reached.
Note: "This course has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize AAVSB RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Call VSPN CE at 1-800-700-4636 for further information." (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board).
This course has also been approved for continual education units toward CVPM requirements by the VHMA.
777 West Covell Blvd, Davis, CA 95616
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