The Veterinary Receptionist

2nd Edition

Essential Skills for Client Care

Authors:

  • John Corsan
  • Adrian Mackay
  • 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

    Table of Contents

    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

    Details

    No. of pages:
    176
    Language:
    English
    Copyright:
    © 2008
    Published:
    Imprint:
    Butterworth-Heinemann
    Print ISBN:
    9780702029288
    Electronic ISBN:
    9780702033032

    About the authors

    John Corsan

    Affiliations and Expertise

    Director, Vetlink Ltd, Ashcott, Bridgwater, Somerset, UK

    Adrian Mackay

    Affiliations and Expertise

    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