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STAF110-0310 : Front Desk Module 1-Exceptional Client Skills
Phyllis Webster, AA, CVPM
March 29-April 30, 2010
Real Time Sessions: Thursday evenings, April 1, 8, 15, and 22, 2010; 9:30pm-11:00pm ET (USA)
Outstanding client service is the cornerstone of every successful veterinary practice. Most clients cannot evaluate your practice's medical expertise and unfortunately, base their decision to return on their experience at the front desk. Clients are your most important asset and it takes only one negative encounter to lose a long-time or potential client. A client will always remember his/her first few minutes at your practice along with the last few. During this course, emphasis will be placed on creating a client's overall positive experience, building client loyalty, increasing a client's perception of value and making the front desk member a valuable contributor to the hospital team. 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. This course is also highly recommended prior to taking the Equine Office Procedures course.
Upon completion of this course, the participant should be able to
Week 1: The First Impression
Required reading: The Veterinary Receptionist Handbook: Chapter 1
Recommended reading: 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
Required reading: The Veterinary Receptionist Handbook: Chapters 2, 3, 5 & 6
Recommended reading: Client Satisfaction Pays: Chapters 11 & 12
Content: Maintaining medical records with updating client/patient information. Being able to schedule, confirm upcoming appointments, handle phone shoppers, address no show appointments and handle multi-pet appointments. Address invoicing clients and client departure issues. Provide an accurate estimate while increasing a client's perception of value.
Week 3: Handling Clients
Required reading: The Veterinary Receptionist Handbook: Chapters 4, 8-13, 15-18 and glossary
Recommended reading: Client Satisfaction Pays: Chapter 13
Content: Understand basic medical terminology. Increase knowledge of services, products, vaccination protocols, etc. while creating a more knowledgeable front desk. Educate and communicate optimal heath care to our clients while building a relationship with the pet. Address compliance issues. Improve our listening skills.
Week 4: Client Retention
Required reading: The Veterinary Receptionist Handbook: Chapters 8, 9, 17 & 18
Recommended reading: 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. Creating client loyalty and lock down the relationship.
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
$120 ($108.00 early bird special if registered before March 15, 2010).
*Enroll in Front Desk Modules1 & 2 or all four modules before April 1, 2010 and receive a 15% discount off the regular course price.
*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: Enrollment will be closed when the maximum number of participants is reached or at 5pm ET the day of the first real time session.
**For more on how online CE works see the VSPN Participant's Resource Center
Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & VSPN CE Director
VSPN CE Services: VSPNCE@vspn.org
1-800-846-0028 or 1-530-756-4881 or direct line to VIN/VSPN from the United Kingdom: 01452226154
Charlotte Waack (Charlotte@vspn.org), ext 193
Chris Upchurch (Chris@vspn.org); ext 197
Darci Palmer (Darci@vspn.org); ext 179
Debbie Bess (DBess@vspn.org); ext 178
Nanette Walker Smith (Nanette@vspn.org); ext 187
777 West Covell Blvd, Davis, CA 95616
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