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STAF110-0112: Front Desk Module 1-Exceptional Client Skills
INSTRUCTOR(S): Phyllis Webster, AA, CVPM
COURSE OPEN: January 5-February 12, 2012
REAL TIME SESSIONS (RTS): Thursdays, January 12, 19, 26, and February 2, 2012; 9:00pm-10:30pm ET (USA)
Course RTS Times in Your Area: World Clock Converter
Practice Sessions: In order to prepare you for a successful experience in your CE course, we request you attend a practice session prior to the first Real Time Session. Times and dates will be listed in your course confirmation email. Expect to spend up to 1 hour at one of the 2-4 practice sessions held prior to the first Real Time Session.
* The instructor for this course will be using audio which will require you to have a headset or speakers to listen. If you have any concerns regarding your computer's audio capabilities, please be sure to attend a Practice Session.
Level and Prerequisites: This basic 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 client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job.
VSPN CE Course. This course RACE approved for veterinary technicians only and is approved by VHMA for CVPM credits.
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.
This course will consist of four (4) ninety (90) minute Real Time Sessions, supplemental library materials, interactive message board discussions, a mandatory end-of-course test, and may include online multiple choice quizzes (after each Real Time Session). Successful completion (scoring 80% or better) on the end-of-course test is required to be considered for a course certificate of completion.
** The lecture portion of this course will combine both text and audio presentation. Please be prepared to listen.
Upon completion of this course, the participant should be able to
Required Texbook(s): There is no required textbook for this course.
About the Instructor: Phyllis Webster has been instrumental in creating an exceptional client service experience since 1980, initially as a Front Desk Team Member then Office Manager. In 2008, Phyllis was promoted to Practice Manager after achieving her CVPM certification. As Practice Manager, she oversees the daily operations of a busy small animal/exotic practice in St. Louis, Missouri. Phyllis, a long time member of VSPN, teaches both the Excellent Client Skills and Challenges Facing the Front Desk courses.
Week 1 (Real Time Session January 12): The First Impression
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 (Real Time Session January 19): Receptionists Duties
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 (Real Time Session January 26): Handling Clients
Content: 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 (Real Time Session February 2): Client Retention
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.
CE HOURS: 6
Tuition: $120 ($108 early bird if registered by December 22, 2011).
*Enroll in Front Desk Modules 1 & 2 or all four Front Desk Modules before January 12, 2012 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).
** To ensure participants are ready and prepared for classes, enrollment will close when the maximum number of participants is reached or at 5pm ET the day of the first Real Time Session unless otherwise noted. If the first Real Time Session is on a weekend, course will close on the Friday before the first Real Time Session.
**For more on how online CE works see the Participant 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
Jennifer Withrow (Jennifer@vspn.org); ext 159
Nanette Walker Smith (Nanette@vspn.org); ext 187
777 West Covell Blvd, Davis, CA 95616
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