Course Overview

Today's clients are value-conscious and they expect great service for themselves, as well as their animals. To meet their needs for outstanding service while keeping up with the demands of a busy practice, veterinarians and their employees must make the most of every client interaction. This two-week course improves the staff's ability to respond positively to the needs of clients without compromising the care of their animals. Through examples and exercises, attendees will learn how to:

  • Professionally manage difficult people
  • Resolve conflicts with clients and co-workers
  • Control stress and avoid burnout
  • Collect client feedback to improve the practice


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).


Participant Access Parameters

Participants may enroll in this course after it has begun, up to the enrollment deadline date. Participants who enroll after the start date do not miss out on any components of the course.

There are no real time sessions.

The design of this course allows each participant to proceed based on individual schedule, as long as all assignments are submitted by the assignment submission deadline


Course Content

Part I - Introduction
  • Section One: Why read this book?

Part II - Clearing the Barriers and Building the Foundation
  • Section Two: Dealing with Difficult People
  • Section Three: Burnout- Threat to Client Satisfaction
  • Section Four: The Secret to Getting More Cooperation

Part III - Using the Tools
  • Section Six: The Client is Not Always Right, but
  • Section Seven: Getting What You Want

Part IV - Maintaining Client Satisfaction
  • Section Eight: Building Motivation with Client Feedback


Course Focus and Learning Objectives

This course is appropriate for all members of the veterinary healthcare team. The average student spends 3 to 5 hours per week in order to complete all the mandatory requirements.

Upon completion of the course, the student will be able to:

  • To understand the basics of providing high quality client service.
  • To understand why cooperation between co-workers and clients can lead to team satisfaction as well as client satisfaction
  • to develop problem solving skills
  • To understand the importance of client feedback and how it plays an essential role for client satisfaction


Required Materials

No additional materials provided - all course content is online. Students that prefer to read material in text form may wish to purchase the handbook that comprises the general content. The handbook has been well received by students in past sessions and makes an excellent addition to private or practice libraries. If you wish to buy the text, information is provided below in the Course Writer's section of this page.


Testimonials allowed me to move through the course at my own pace and provided real life examples to practice

...I enjoyed the entire course.

...I really liked the course reading material and how it was relevant to my position as veterinary receptionist. It taught me some valuable tools to use in my daily interactions with clients, and how to see things from a management perspective.

...I think the course content was very applicable to work and home interactions with people. I will be sharing techniques with family and coworkers.

...I like the specifics steps to improving client service and handling conflict

...The cooperation techniques. Loved them!!

...I enjoyed the readings. The breakdowns were easy to follow and the recaps brought it all back together.

...I liked the cooperation techniques to deal with clients. I also liked the signs of burnout section and how to prevent it.

...I liked the many examples given and also that fact that it was straight forward and easy to read.


Course Completion Requirements

Completed students are awarded a certificate of completion. 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

  • Course 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 handbook may be purchased from the AVMA via AVMA Handbooks


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.


Upcoming Sessions



Price: $89.00