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In today's volatile economy, providing excellent client service can be the critical difference in your practice's success.
Service means more than providing high quality products and medical services. It means providing those products and services in a way that is especially appealing to your clients. It means paying attention to what your clients want and need from your practice, then finding a way to match what you can offer to meet client demand.
Superior client service is a strategic choice for attracting and retaining clients. It impacts every area of practice. Client service involves all the activities you and your team performs to satisfy clients. It is more than just handling complaints, providing information, and smiling for clients. It means going out of your way for them, doing everything possible to satisfy them and making business decisions that benefit them.
This two-week course is designed to help you evaluate your client service and client satisfaction skills and protocols and then to help you and your practice make changes that will provide a higher level of service and a healthier practice. |
After course completion, the student will be able to:
- understand the importance of high quality client service
- create a successful client service system
- estimate the possible financial loss to the practice due to poor client service
- develop a client retention program for their practice
- create and utilize employee and client surveys to the greatly improve client satisfaction
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This course is designed to evaluate your client service and client satisfaction skills. We will help you fine tune your customer service system by identifying your strengths and weaknesses both individually and as a practice. This course will also offer creative methods to maintain client satisfaction, the systems to help your practice retain clients through various programs, and the tools to eliminate poor service in your practice.
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No additional materials provided - all course content is online.
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... I like the exercises. I felt they were benificial and made you feel like you were included. The topics made you think and apply what you learned.
... I really enjoyed the part where we could actually figure out the cost of client losses/retention. I found it extremely interesting to discover how the client affects the success of business
... being able to compare what we do as appose to what others do at there clinics you can come up with some good ideas being able to show others how much money there losing from just one customer leaving
... Quality Control questionnaire - it helped look at those areas in the practice that could use improvement that being there everyday you tend to overlook.
... i liked the fact that it was real time, available any time. being able to view other students' thought & comments was very beneficial. this offered a variety of opinions instead of what is perceived as protocol in your area. it is good to introduce new & different thoughts & practices.
... The Instructor was great at commenting on each one of our assignment posts. Not only was it nice to get a response and see that I wasn't paying to just be a number and complete my assignment, but she posted relevant info based on what I wrote that was VERY helpful to me and my clinic. :) Great Job!
... The importance of cllent service and Keeping your clients. Most beneficial was the fact that our boss is The Client and that we must listen and find out what they want before we can exceed their expectations. Lots of great ideas shared by the instructor as well as our class mates. An excellent class. Thank You so very much!
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| VetMedTeam courses are asynchronous - they do not contain real time components. Students log in while a course is in session at times convenient to personal schedules. |
- Completion of all discussion assignments
- Grade of 80% or better on the final exam
- Submission of the course survey
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This course is appropriate for any member of the veterinary practice team who seeks to have a greater understanding of the topics covered. |
| This course has been approved for 5 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA). |
 The VetMedTeam Beyond Customer Service course has been developed in cooperation with the American Veterinary Medical Association (AVMA), utilizing content from the AVMA customized handbook entitled “Beyond Customer Service”.
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| Tina Graham, CVPM |
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Tina Graham's introduction to practice management came in 1990 when she was hired by Dr. Charles A. Wasicek. Even though Dr. Wasicek practiced human medicine, Tina gained a great deal of experience from her time there. Her pinnacle achievement at his employ was automating his practice, computers and software, to include records and billing.
In 1997, Tina was hired by her current employers, Dr. David Plante & Dr. Teresa Dewey. Tina was very enthusiastic about working in veterinary medicine, and Dr. Plante's practice afforded her many opportunities to grow. Her first challenge came in 1998 when the practice went through AAHA certification. Much of the successful certification was due to Tina's work with hospital policies and procedures. Tina's next challenge was moving the practice from a 1700 sq ft facility, into a new, ultra modern 6300 sq ft facility. Along with this move came the upgrades to the IT side of the practice, including new computers, networking and major upgrades to AviMark and Quickbooks. Tina again had to take the new practice through AAHA certification in 2003. Today, the North Country Animal Health Center is the premier veterinary practice in Northern NY dealing with domestic animals and exotics and the only one North of Syracuse, NY to hold AAHA certification.
Tina began seeking certification as Veterinary Practice Manager in 2000, knowing that it would benefit her and the practice. After two years of study she successfully tested and gained the title of CVPM. She would highly recommend the CVPM program for anyone seeking or expanding a career in practice management.
Tina's continuing education consists of attending many conferences throughout the U.S. and Canada as well as participating in on-line courses.
Tina lives in Watertown, NY with her husband Roger, daughter Windi, dog Steven and her cats Sammy, Otto and Princess. She enjoys camping, boating and crafts. |
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November 01, 2010 - Registration deadline is 11:00 PM Eastern November 03, 2010
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| In addition, you many use your MERIAL® Rewards Visa® Prepaid Card to pay for courses. If you are not enrolled in the MERIAL Rewards program, ask your Merial Sales Representative or call 1-800-307-7000. If you do not have enough points and wish to supplement your payment with another card, please write to CE@VetMedTeam.com. |