AT THE VETERINARY FRONT DESK: TELEPHONE COURTESY AND CLIENT SERVICE

 

 

VHMA Approved for CVPM's

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).

The At The Veterinary Front Desk: 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.

 

Flexible Open Enrollment and the Activity Requirements

This course is designed to be as schedule friendly as possible as we understand it can be hard to fit interactive CE into an already busy life. Open enrollment allows students to enroll in this course at any time. Students can expect to be able to access their course with 48 hours of enrollment submission.

The participant is not expected to be online in the course at any specific times as there are no real time lectures. The instructor will respond to an assignment submission, or a forum question, within 48 hours, with extended time for holidays.

Activity Requirements:

In order to remain in the course, a student must post assignments for grading on a regular, frequent, basis. Module or final exams, or just logging into the course, does not meet this requirement. As long as the participant continues to make regular progress, course access time is not set to a specific deadline.

However, the course is not designed to take months to complete. If 30 days elapses without submitted assignment activity, the student will be removed from the course and graded as incomplete, as the lack of activity will indicate the student wishes to drop the course.

But What If Something Comes Up?:

There are times that students will have situations that interfere with their ability to work the course on a regular basis. In that case an email to VetMedTeam, as soon as such a situation arises, will allow us to work with the student to adjust the time frame. It all comes down to communication.

 

Course Focus - Learning Objectives - Completion Requirements

At The Veterinary Front Desk: Telephone Courtesy and Client Service is beneficial for veterinary practice team members who are on the front lines of the practice, making critical impressions to potential and existing clients via the telephone.

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 question
  • 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

Completion requirements:

Instructor Graded Interactive Critical Thinking and Case Study Assignments: Designed to help the participant apply the newly learned skills and knowledge via implementation focused and patient based scenarios

Examination Must be submitted with a score of 80% or better, multiple attempts

Course Survey

A certificate of completion is provided.

 

Technology Requirements

Reading content within the course is provided via PDF therefore the ability to download files and open PDFs is required.

It is recommended that participants utilize a program such as MS Word to create, and save, their assignment submission to their computer. Then the information can be pasted into the assignment submission area.

 

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 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.

..I love the entire course and the handbook was fantastic. I feel like I will be a better receptionist after this class. Thank you..

...I like that you can print out the material to have on hand. I also like the fact that we were asked to complete a training document, just that alone helped me to realize where I/we are lacking and what we have excelled at.

...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.

...I enjoyed the section "The Service Follow-up Call"...it explained why we should be following up with clients and why.

...It was helpful to have examples of situations played out as conversations. The layout of the information, headings, indentations, and highlight helped focus attention on major points. The information was over all helpful by causing me to reflect on my performance and giving me opportunity to improve.

...I enjoyed the section "The Service Follow-up Call, it explained why we should be following up with clients and why.

...learning how best to handle client situations via telephone and in-person. Additionally, I have figured out what steps I could take to be more prepared in multiple types of situations.

...I felt that the information was very straight forward and easy to understand.

...It was helpful to have examples of situations played out as conversations. The layout of the information, headings, indentations, and highlight helped focus attention on major points. The information was over all helpful by causing me to reflect on my performance and giving me opportunity to improve.

 

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 by the daily antics of their labs Charlie and Le Doux.

 

Pricing

Price: $69.00


This course is eligible for our 10% multi-course discount. To learn more about the discount, please visit the Multi-Course Discount page.

When enrolling in more than one course at a time, please indicate the preferred order of the courses. If desired, participants can start all courses at the same time. There is an area in the shopping cart to type in your preferences.

Practices may enroll individual team members. To learn how to assign a specific team member to a course, please visit the Assigning Students page.