Course Overview

Communicating with clients and fellow team members can be an extremely frustrating part of veterinary medicine. In fact, when a breakdown in communication with either party occurs, team members are more likely to experience poor job satisfaction, ultimately resulting in job burnout.

Client Satisfaction is a 2-week course that helps the participant learn how to view everyone (team members included) as a client, further enhancing relationships both professionally and personally. Every team member will benefit from this short course, as they learn how to communicate clearly and professionally with all people. Techniques made available will help decrease employee stress and job turnover, while enhancing client relationships and building client retention, all of which help the practice continue to grow.  


Continuing Education Credits

This course is applicable for 5 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA).


Course Content

Client Satisfaction is a course that focus’s on addressing all people as clients. When all people (clients, team members as well as those in our personal lives) are considered clients, it is easier to deal with conflict and communication barriers. This course starts with identifying the personal and practice benefits of client service, recognizing frustrations and challenges that occur on a daily basis, and implementing strategies to cover come them. Burnout is described in detail (noting how this can affect client satisfaction), and prevention techniques are provided for the participant to utilize immediately. Common problem solving barriers and techniques are covered next, along with building motivation through client feedback. 


Course Focus and Learning Objectives

Client Satisfaction is an introductory course designed to help all team members of the veterinary profession understand how client satisfaction can enhance job satisfaction, prevent burnout and help promote better communication with both clients and fellow team members.

Once participants have completed the course, they should be able to:
  • Utilize developed client service skills to increase job satisfaction
  • Identify personal workplace frustrations and implement skills to overcome frustrations
  • Identify and prevent workplace burnout
  • Identify common barriers that prevent problems from being solved and implement skills to enhance workplace problem solving skills
  • Build motivation using client feedback


Participant Access Parameters

The design of this course allows participants to enroll at any time. After enrolling, please allow up to 48 hours for course activation. 

Each participant will have a personal start and end date that begins upon activation.


Participant Feedback

...I liked The seven practical steps to client problem solving!!

...the course booklet provided some new ideas/perspectives I had not considered and will be a useful reference.

...All of it was great. It was almost a refresher class for me.


Required Materials

No additional materials required. All materials are provided within the course.


Course Completion Requirements

This is an instructor led course, with no real time components or lectures. Completion requirements include:

  • Instructor Graded Interactive Module Assignments: Designed to help the participant reinforce newly learned material
  • Instructor Graded Interactive Case Study Assignments: Designed to help the participant apply the newly learned skills and knowledge though patient and practice based scenarios
  • Examinations: All examinations must be submitted with a score of 80% or better
  • Survey


Course Author

The VetMedTeam Client Satisfaction Course has been developed in cooperation with the American Veterinary Medical Association (AVMA), utilizing content from the AVMA customized handbook entitled “Client Satisfaction” originally written by Dru Scott, Ph.D. The contents of this course have been edited by Laura Conn, CVT, CVPM and Heather Prendergast, RVT, CVPM.


Course Instructor

Laura Conn, CVT, CVPMLaura Conn, CVT, CVPM

Laura grew up in Cheyenne, WY and started her career in veterinary medicine in 1988. She began her journey as a volunteer in a small animal and wildlife practice. Over the next 25 years, she held every position in a veterinary clinic, including receptionist, technician, and practice manager.

Laura attended Bel-Rea Institute of Animal Technology and received her degree as a Certified Veterinary Technician. In 2012, after completing a practice management program through St. Petersburg University, she earned the designation as a Certified Veterinary Practice Manager. Laura is currently working as a technician/practice manager for a mobile veterinary clinic.

In 2012, Laura started the Veterinary Technician Association of Cheyenne to encourage local technicians to share their knowledge and obtain further continuing education hours. Laura is a member of the Colorado Association of Certified Technicians, Veterinary Hospital Managers Association, and the Veterinary Technician Association of Cheyenne. She is married and has three daughters. Laura and her family are entertained daily by the antics of their Labrador Retriever, Charlie.



Price: $89.00



VetMedTeam 2014