Interacting with Clients Flashcards
What is the most important instrument in the hospital?
The telephone
Source of nearly all of the hospital’s business
When should you answer the phone?
By the 3rd ring
What should you say when answering the phone?
_________ Veterinary Hospital; this is _______ can I help you?
What is essential for a good telephone service?
Good service is how you present yourself over the phone
What are some key aspects of telephone personality?
- Speak pleasantly
- Avoid extremes in tone
- Be courteous
- Speak clearly & distinctly
What should you avoid while talking on the phone?
Eating, drinking, chewing gum, smoking or putting anything in your mouth
What is the first step in scheduling an appointment?
Greeting
What should you do if a client does not specify a time for an appointment?
Ask them if they prefer morning or afternoon or suggest specific times
What should you do when a walk-in client arrives at the same time as an appointment?
The appointment is always given preference
What should you do for new clients regarding vaccination history?
Ask them to bring any vaccination history
What is the definition of euthanasia?
Good death; to end an animal’s life humanely and without pain
What are some common concerns clients have regarding euthanasia?
- What happens to the body?
- Can the owner be present?
- Where will it take place?
What is a key factor in client compliance?
The number or percentage of clients who accept recommendations made by the team
What should be included in a consultation to meet client expectations?
- Examination of the animal
- Diagnosis & cause
- Prognosis
- Treatment plan
- Fee estimate
What is an important aspect of effective communication with clients?
Listening is the most important link in good communication
What are some barriers to client communication?
- Language
- Culture
- Nonverbal communication may vary
- Client embarrassment or nervousness
- Client defensiveness
What should you do when handling client complaints?
- Take the client to a quiet room
- Listen
- Repeat
- Discuss
- Do not argue
What is a key strategy for retaining clients?
Convenience is #1 for retaining clients
What should you do after a client visit to ensure they return?
- Send thank you cards
- Welcome to the clinic card
- Have the entire staff sign the card
Fill in the blank: The average physician listens for only ______ seconds.
28
True or False: You should diagnose over the phone.
False
What should you do if you cannot answer a client’s question quickly?
Offer to call clients back
What is a good practice when taking messages?
Write instructions carefully and read back word for word
What is the goal for client retention over a 3-year period?
Retain 70% to 75%
