Veterinary Receptionist - Essential Skills for Client Care

1 Client service defined 2 Make your first impressions count 3 Focus on your client 4 Making the client feel special 5 Telephone skills 6 Professional under pressure 7 Profit from complaints 8 Client service solutions 9 Fundamentals of first aid 10 Labelling and dispensing Appendix: Action Plan Index

List of contents

1 Client service defined

2 Make your first impressions count

3 Focus on your client

4 Making the client feel special

5 Telephone skills

6 Professional under pressure

7 Profit from complaints

8 Client service solutions

9 Fundamentals of first aid

10 Labelling and dispensing

Appendix: Action Plan

Index

Report

Given the practice reception team are the first and last people our clients interact with, it's amazing that, often, precious few resources are spent on their training. So I was delighted to find a book aimed directly at this group of unsung heroes. Throughout, the emphasis is maintained on delivering outstanding client service. I would advise anyone with an interest in the development/survival of their business to include this book in their library. In fact, make it compulsory reading for all client-facing staff and managers.

Veterinary Record, February 2009

Product details

• Authors: John R. Corsan, John R. (Director Corsan, Corsan John R., Adrian R. Mackay, Adrian R. (Managing Partner Mackay, Mackay Adrian R.
• Publisher: ELSEVIER SCIENCE BV
• Languages: English
• Product format: Paperback / Softback
• Released: 05.06.2008
• EAN: 9780702029288
• ISBN: 978-0-7020-2928-8
• No. of pages: 176
• Subjects: Guides > Law, job, finance; Natural sciences, medicine, IT, technology > Medicine > Veterinary medicine; MEDICAL / Veterinary Medicine / General, BUSINESS & ECONOMICS / Secretarial Aids & Training, veterinary medicine, Secretarial, clerical & office skills, Secretarial, clerical and office skills