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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
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- 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
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- 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
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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. |
...I liked the information of how to get feedback from clients the best. I'm looking forward to sharing what I've learned.
...Talking about stress and putting things into perspective was my favorite. Also receiving pointers on how to deal with frustrated clients and dealing with client feedback was very helpful.
...I liked learning about client communication as well as how to deal with irate clients along with co workers.
...The aspects that I liked the best and most beneficial to me was how to receive client feedback and also steps to take in satisfying your clients.
...They were all great, but I really like the idea of getting client feed back from all clients. Also the idea of treating your co-workers as clients since the biggest problems are usually within the company.
...it 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. |
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 content exercises as online discussion board assignments and case studies that give you the opportunity to interact with your instructor. Interaction in these discussions with specific postings are required for completion. You will be able to participate without having to be online at any specific time. |
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 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 |
 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. |
July 01, 2013 - Registration deadline is 11:30 PM Eastern July 03, 2013
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