Client Communications Flashcards
What is our mission?
To provide exceptional pet care by providing professional veterinary services, boarding, and grooming to people that love their pets, all guided by a belief that, when possible, it is best to prevent pet health problems rather than to treat them
Who is our mascot and what is its significance?
Holly the Hedgehog. In Greek mythology, there is a writing that says “the fox knows many things, but the hedgehog knows one big thing”. Holly the hedgehog knows pet healthcare.
List 4 of the basic standards of appearance
white shirt, approved slacks
Rank these work positions in order of priority (1 is highest and 5 is lowest):
Pet care assistant: Veterinary assistant: Telephone client service representative: Veterinary nurse: In- person client service representative:
Pet care assistant: 1 Veterinary assistant: 5 Telephone client service rep: 2 Veterinary nurse: 4 In- person client service rep: 3
What are the hours of operation for each facility?
MBAH:
M-F: 7-6, except tuesdays close at 8
Sa: 8-2
Su: 10-2
PRAH:
M-F: 7-7, except Thursday’s close at 8
Sa: 8-5
Su: 10-2
Early morning day admission is available every day of the week
What is the address for the company website?
Chastainvets.info
What is the sweetest and most important sound to any person?
The person’s name
Please rate the priority in which each of the veterinary situations should be seen on a scale of (1 is highest 6 is lowest)
Walk-ins: Schedule appointments (late): Emergencies Scheduled appointments (on time): Day admissions: Scheduled appointments (early):
Walk-ins: 6 Schedule appointments (late): 4 Emergencies: 1 Scheduled appointments (on time): 2 Day admissions: 5 Scheduled appointments (early): 3
What are the minimum requirements for boarding for the following patients?
Puppy’s <4mo old: Adult cats: Ferrets: Reptiles: Bunnies:
Puppy’s <4mo old: rabies if over 12wks old, DA2PP within last 3 weeks, at least 2 Bordatellas (last one within last 3 weeks), neg fecal or dewormed, external parasites absent at check in
Adult cats: rabies within last year, at least 2 FVRCP (last one within last 3 years), fecal within last year, external parasites absent at check in
Ferrets: rabies within last year, canine distemper within last year, fecal within last year, external parasites absent at check in
Reptiles & bunnies: external parasites absent at check in
What are the 5 basic rules for answering the phone?
1) pick up within 3 rings
2) greet the caller
3) identify the business
4) state your name
5) invite a service request
What are the 5 steps for putting a client on hold?
1) 2) 3) 4) 5)
Meh
What are the elements of a good written message?
1) legible handwriting
2) date and time of call
3) who called and about which pet or issue
4) specific question
5) phone number where the client can be reached
6) repeating the info back to the client to make sure you got it right
7) initials of the person taking the message
What are the 3 things you should do when greeting clients in person?
1) good eye contact
2) great smile
3) be helpful
List 5 things that would suggest immediate attention required
1) Emergency
2) unusual behavior in a bird
3) bleeding that won’t stop
4) hit by car
5) hypothermia
List 3 things that suggest same day attention required
1) burns
2) odor
3) swallowed object
List 3 things that suggest next day attention required
1) anorexia
2) mild-moderate itching
3) excessive thirst/ urination
