The Veterinary Receptionist,
Edition 2 Essential Skills for Client CareEditors: By John R. Corsan, NCA, NDA and Adrian R. Mackay, BSC(Hons), DipM, MCIM, PCertM, MCMI, MBA
Publication Date:
05 Jun 2008
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Description
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.Key Features
- 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
New Features
- Fully revised and expanded chapters, including fully re-written chapters on labelling and dispensing; client care solutions; first aid; and client service
- Inclusion of more case study boxes and further reading references
- Fresh 2-colour text for easy reading and increased navigability
- New, durable cover
About the author
By John R. Corsan, NCA, NDA, Director, Vetlink Ltd, Ashcott, Bridgwater, Somerset, UK and Adrian R. Mackay, BSC(Hons), DipM, MCIM, PCertM, MCMI, MBA, Managing Partner, Duncan Alexander & Wilmshurst Ltd, Daventry, Northamptonshire, UK Managing Partner of Duncan Alexander & Wilmshurst marketing & training consultancy, on the Faculty of the Chartered Institute of Marketing, and a former Senior ISBA trainer, UK
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
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
Book Reviews
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
Veterinary Record, February 2009
ISBN:
9780702029288
Page Count:
176
Retail Price
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