AT THE VETERINARY FRONT DESK: CLIENT SATISFACTION
|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 VetMedTeam At The Veterinary Front Desk: Client Satisfaction 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.
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, Content, and Learning Objectives
At The Veterinary Front Desk: Client Satisfaction is designed to help all veterinary team members understand how client satisfaction can enhance job satisfaction, prevent burnout, and help promote better communication with both clients and fellow team members.
Upon completion of the course, the student will be able to:
- discuss the basics of providing high quality client service
- explain why cooperation between team members and clients can lead to team satisfaction as well as client satisfaction
- develop problem solving skills
- outline the importance of client feedback and explain how it plays an essential role in client satisfaction
- convey how the appropriate attitude over the phone can affect client relations
- give examples of good listening skills and explain why they are critical components of positive communication
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
A certificate of completion is provided.
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.
...I liked the assignments and the case study. it asked you question and then gave really good feed back to help you improve.
...I liked The seven practical steps to client problem solving!!
...the course booklet provided some new ideas/perspectives I had not considered and will be a useful reference.
...All of it was great. It was almost a refresher class for me.
...The burnout section was beneficial to me as we deal with a lot of issues being taken personally.
...I liked that I could take the course at my time, and do the assignments when it was convenient for my schedule.
...stress relieving methods for professional burnout were very useful.
...strategies to take things professionally and not personally.
Laura 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.
Practices may enroll individual team members. To learn how to assign a specific team member to a course, please visit the Assigning Students page.