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
What is the first thing you ask when scheduling a non-Emergency appointment?
What will we be seeing the pet for?
What should you do at check out to minimize sticker shock?
Tell the client what they got before giving the total amount due
Don’t say the word dollars
What are the 4 most common phone shopped services?
Exams
Vaccinations
Spays and neuters
Dentals
Of the 4 phone shopped services, which one should you NOT quote over he phone and why?
Dentistry
It is impossible to give an accurate cost estimate of dental fees over the phone (vet needs to examine pet first to come up with plan)
What are 6 of our unique benefits to mention when talking to phone shoppers?
1) 2 locations to better serve clients
2) convenient doctor hours 7 days/ week
3) free NPE
4) free WiFi and beverages while waiting
5) we include pain meds during surgery and sent home after
6) 4-acre outdoor pet walking and nature area
What is the most important question you should ask a person who is calling about prices/services?
When would you like to schedule your pet’s visit?
What is the procedure for patient dismissals?
Determine if the patient is ready for dismissal, determine if doctor needs to dismiss patient, call owner to set up a time
Describe the fire & Emergency evacuation procedure for the clinic
Dial 911, giving name and location and what’s going on
Evacuate yourself and everyone else from the building, making sure everyone is accounted for, and meet near the large outdoor clinic sign
Don’t try to extinguish a fire (unless you can do so completely and without risk of life) or take any inanimate objects or animals
