The Veterinary Receptionist
Essential Skills for Client Care

John R. Corsan (Author), Adrian R. Mackay (Author)

9780702029288, Elsevier Health Sciences

Paperback, published 5 June 2008

176 pages, Illustrated
27 x 18 x 1.3 cm, 0.308 kg

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

As the first person that many people encounter in their contact with the veterinary practice, the veterinary receptionist has an important part to play in inspiring confidence in clients. The new edition of this popular book remains a unique guide specifically for the veterinary receptionist, providing practical, easily accessible information on how to fulfill this role professionally and efficiently. It advocates an understanding of the role of the receptionist as integral to the practice and supplies the basic information that every veterinary receptionist needs to function effectively. The new edition includes fully updated information on client service and dispensing as well as first aid along with 2 new chapters. The start of each chapter now has a summary outcome identifying specific objectives. The authors have included more scenario cases so the readers can identify more closely with the text.

• The first UK book specifically written for the veterinary receptionist, providing quick access to the information most requested by clients
• Provides practical guidelines to improve professional practice - learn how to become more effective in your role as the 'face of the practice'
• Learn how to deflect and deal with complaints from angry clients, as well as coping with the distress caused by a pet's illness
• Case studies used to help the reader identify and learn about specific issues and situations
• The authors provide highly practical tips, checklists and quizzes throughout the book, promoting reader interactivity

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

Subject Areas: Veterinary nursing [MZV], Veterinary medicine: infectious diseases & therapeutics [MZM]