Books  Animal & General Biology  Animals: Veterinary Science 

Veterinary Receptionist: A Professional Handbook

Out of Print

By: J Corsan

192 pages, Figs, tabs

Butterworth-Heinemann

Paperback | Dec 2001 | #141846 | ISBN: 0750642254
Out of Print Details

About this book

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. This new book is 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, including: guidelines on drug dispensing, commonly asked questions, emergencies (e.g. poisoning, RTAs), and basic first aid. John Corsan runs Vetlink, a company specialising in continuing education courses for the veterinary profession. One of the courses he runs is 'Receptionist 2000'.


Contents

Part 1 Making the client feel special: developing relationships; how to build rapport; five golden rules; building a client's trust; matching a particular client's needs. Part 2 Make your first impressions count: those first five seconds; self talk; the waiting room; what to do before you answer the phone; a lasting impression. Part 3 Focus on your client: face-to-face; body language; listening; questioning; giving 110per cent. Part 4 Client service chain: what is the client service chain; who are your clients; taking care of yourself (self-check list); taking care of the team; things that stop you doing your job properly. Part 5 Profit from complaints: a positive approach to complaints; why don't we complain; general guidelines to complaint handling; assertiveness and complaint handling; always the chance to learn from a complaint. Part 6 Finding solutions: why do clients have problems; understanding problems; acknowledging the effect of problems; owning problems; five key cooperation techniques; pitfalls to avoid making it worse; your complaints procedure. Part 7 Professional under pressure: how stressed are you?; the effects of stress; some ideas to limit stress; take it professionally; queue management; asking for help. Part 8 Telephone skills - a professional approach: the 7 Ps; the "don't" list; the added value to that call; call planning; pro-active use of the phone. Part 8 What to do in an emergency: basic steps in first aid; labelling and dispensing; guide to the legal requirements for medicinal labels; examples; what you can and cannot do; appendices.

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