Course Overview

Telephone Courtesy and Client Service go hand in hand; you can't have one without the other. In addition, a practice only has 3-5 seconds to make a good impression on a potential client. Good telephone skills can make or break this potential interaction. If the telephone interaction is with an existing client, great skills can enhance the relationship, where as poor skills can damage the relationship, causing the practice to lose a client.

Telephone courtesy goes beyond the words we choose to use within the conversation. It includes the tone of our voice and the rate in which we speak. It is also about assessing the needs of the caller, and responding in such a manner that the client complies with the recommendations we have provided.

This 2-week course will help identify the needs of the client, teach participants to actively listen, and mange any client objections or concerns that the client may have. As a result, participants will develop an understanding how every member of the team contributes to the financial success of 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).


Course Content

Telephone Courtesy and Client Service is every team member's responsibility. This course covers the manners we should possess when placing clients on hold, as well as assessing the tone of our voice, rate of speech and quality of the message. Team members must be able to identify and address the needs of the callers, including objections and concerns, and this course will provide specific examples of how to say, and what not to say to clients. In addition to telephone courtesy, participants will develop an understanding that a personal attitude can make or break a client relationship. This course will help team members manage their attitude, creating an excellent experience for both the team member and client.


Course Focus and Learning Objectives

This 2-week course is designed for any level of team member who answers the phone and/or provides any type of service the client. This course is especially beneficial for receptionists and technicians who are on the front lines of the practice, making the critical first impression to potential clients.

  • Utilize the telephone in a professional manner to deliver excellent client service
  • Recognize proper telephone etiquette and techniques
  • Determine client needs and concerns through listening and asking appropriate questions
  • Demonstrate appropriate communication during difficult and emotional situations over the telephone
  • Convey how the appropriate attitude over the phone can affect client relations
  • Recognize styles of communication and address areas in need of improvement


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.


Required Materials

No additional materials provided - all course content is online.


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


Participant Feedback

...Once I got started, I enjoyed reading the material. It's always refreshing to have information reviewed, to recharge yourself, information that was given was nice to know that a lot of the things we do we're doing well, and any of the new info. I got will be greatly appreciated from my fellow team members.

...I found the most beneficial was module two. It had a lot of good advice and made me think about how my potential clients perceive the way I answer the phone. I have always been polite on the phone and try to be friendly , but this course made me think that I need to give more information to new clients to get them as returning clients.

...I enjoyed learning how to handle different types of clients i.e how to react to an irate client. I also found it beneficial to better understand what questions to ask and what the clients perception of me on the phone is and how I can make the perception a good one.

...Over all informative. Many good points that should help staff more effectively satisfy clients.

...How to correctly answer the phone and to make the client the most important thing.

...The reading material provided me with the knowledge to complete the modules and case studies with confidence.

...The aspects of the course that I liked the best that I found most beneficial was the reading of the Telephone Courtesy and Client Service pages and the modules.


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.


Course Author

The VetMedTeam Telephone Courtesy and Client Service Course has been developed in cooperation with the American Veterinary Medical Association (AVMA), utilizing content from the AVMA customized handbook entitled “Telephone Courtesy and Client Service” originally written by Mr. Lloyd Finch. The content has been updated by Laura Conn, CVT, CVPM and Heather Prendergast, RVT, CVPM.



Price: $89.00



VetMedTeam 2014