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STAF110-0305 : Exceptional Client Service Skills for the Receptionist/Front Office Staff Member (Basic Receptionist/Front Office Skills)
Phyllis Webster, AA, OM
March 7 - April 10, 2005
Real Time Sessions: Thursday Evenings; March 10, 17, 24, and 31 from 9:30pm - 11:00pm ET (USA)
COURSE DESCRIPTION: The receptionist/front office staff member plays the most critical role in the success or failure of any veterinary practice. It only takes one negative experience to lose a long-time or potential client. The practice can be made or broken depending on the professionalism of the front office staff member. A client will always remember his/her first few minutes at the clinic along with the last few. Emphasis will be placed on the staff creating a bond with each and every client, providing exceptional customer service along with building a relationship with that client. There is a required text for this course, see information below.
This course will consist of four (4) ninety minute real time sessions; library materials supplementing the chapters in the required text; multiple choice quizzes (after each real time session) designed to enhance course effectiveness and material retention; a cumulative final online; and interactive message board discussions.
This course is designed for all receptionists, front office staff and also those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional customer care or training of future front office personnel are encouraged to register. This course covers the essential skills needed for the first several weeks on your job.
Upon completion of this course, the participant should be able to:
Understand the importance of creating an exceptional first impression with the client while advocating on behalf of the patient.
Be able to perform basic receptionist duties.
Handle clients in a variety of situations at the front desk.
Communicate optimum healthcare to each client.
Showing that you care with continuing client retention.
Required Text: The Veterinary Receptionist's Handbook. M.T. McClister, DVM and Amy Midgley. Veterinary Medicine Publishing Group. This book can be purchased from the VIN bookstore by clicking on this link: http://store.vin.com/custom/edit.asp?p=82472
Recommended Text: Client Satisfaction Pays. Carin A. Smith, DVM. AAHA. This book can be purchased from the VIN bookstore by clicking on this link: http://store.vin.com/custom/edit.asp?p=82131
Adjunct materials (Available from the VIN Bookstore):
Staff Training, Essentials of Client Service: http://store.vin.com/custom/edit.asp?p=82442
Staff Training, Perception of Value: http://store.vin.com/custom/edit.asp?p=82445
Staff Training, Telephone Skills: http://store.vin.com/custom/edit.asp?p=82447
Staff Training, Workplace Safety: http://store.vin.com/custom/edit.asp?p=82452
Week 1: The First Impression
The Veterinary Receptionist Handbook - Chapter 1
Client Satisfaction Pays - Chapter 2
Content: The first impression starts with the general appearance of the office and staff member, along with extending a warm welcome. Telephone etiquette, the lifeline to the clinic, is an equally important component to an organized office. Pay attention to details.
Week 2: Receptionists Duties
The Veterinary Receptionist Handbook - Chapters 2, 3, 5 & 6
Client Satisfaction Pays - Chapters 11 & 12
Content: Maintaining medical records with updating client/patient information. Being able to schedule, confirm upcoming appointments, address no show appointments and handle multi-pet appointments. Address invoicing clients and client departure issues. Provide an accurate estimate.
Week 3: Handling Clients
The Veterinary Receptionist Handbook - Chapters 4, 8,9, 10, 11, 12, 13, 15 - 18 and glossary
Client Satisfaction Pays - Chapter 13
Content: Understand basic medical terminology. Increase knowledge of services, products, vaccination protocols, etc. Educate and communicate with clients while increasing our listening skills.
Week 4: Client Retention
The Veterinary Receptionist Handbook - Chapters 8, 9, 17 & 18
Client Satisfaction Pays - Chapter 14
Content: Showing clients that you sincerely care through communication, correspondence, newsletters, reminders, answering questions, callbacks and during euthanasia. The front office staff member plays a crucial role in client retention.
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: 6 (RACE and VHMA applied for)
$102 ($92.00 early bird special if registered before February 21, 2005).
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 reduced rate for this course (upon verification of student status) *VT students: 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 directors name and contact information (email/phone) and school name.
**For More Information on VSPN's upcoming CE Courses, check out http://www.VSPN.org/CE
Note: "This course has been submitted for approval for 6 hours of continuing education credits in jurisdictions which recognize AAVSB's 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 VIN/VSPN 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 submitted for approval of continual education units toward CVPM requirements by the VHMA.
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