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How critical is the telephone to the success of a practice? How long would a practice be in business without one? Yet, as critical as the telephone is to keeping the doors open, few hospital employees fully understand the impact staff telephone skills have on client relations and practice growth.
This two-week course will instill a greater respect for the power of the telephone. Utilizing content from the customized handbook from the American Veterinary Medical Association (AVMA) students learn practical skills for handling specific types of callers and polishing telephone etiquette. At the end of the course, students will be more confident in using the telephone as a practice-building tool.. |
Upon completion of the course, the student will be able to:
- 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 their own style of communication and address areas in need of improvement
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- Week ONE will cover:
- Section I - Quality Client Service
- The Veterinary Team
- Client Service Is Everyone's Responsibility
- The Importance Of The Telephone In Your Practice
- Progress Check
- Section II - Proper Telephone Techniques
- Handling The Telephone
- Your Voice Inflection
- Your Best Voice
- Addressing The Caller
- Answering the Telephone
- Effective Listening
- Managing Objections
- The Art Of Negotiation
- Progress Check
- The Service Follow Up Call
- Asking Questions
- Making The Outbound Service Call
- Delivering Bad News
- Recognizing & Managing Caller Behavior
- Managing The Client Callback
- Some Statements To Avoid
- Closing The Conversation
- Progress Check
- Week TWO will cover:
- Section III - Understanding Client Needs
- What Your Client Wants
- Attitude Is Your Key to Success
- Progress Check
- Section IV - Managing The Client's Perception
- The Client's Perception: An Exercise
- The Price Shopper Call
- Your Telephone Service Skills Inventory
- Developing A Personal Action Plan
- Final Examination
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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. |
...The reading assignments were very informative and really helped me to gain some insight on skills my team and I should be striving for.
...I appreciated the course material. All the information was very relevant and helpful.
...I particularly liked having a chance to put the things I learned into action throughout my work day, everything was very helpful for real-life situations.
...I think this course was absolutely awesome. There were some great practice procedures and some really helpful information.
...The information was presented in a way that made the reader see things from a clients point of view which was helpful. Also being able to access the course at any time worked for my schedule.
...I enjoyed the easy to follow layout, and felt that the assignments were all very relevant.
...I liked reading parts where I learned how to deal with assertive and aggressive clients!
...I really like the examples that were in the reading material. I did write some situations down, so I can reflect on them when I am facing a not so nice client, or comforting a client with an issue, delivering bad news, ect.
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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. |
This course consists of exercises from the text as well as online discussion board assignments and case studies that give you the opportunity to interact with your instructor. |
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. |
This course is applicable for 5.00 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA). |
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 |
 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 handbook may be purchased from the AVMA via AVMA Handbooks |
 Tina Graham, CVPM
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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