Module 1

Soft Skills

Personal attributes that enable someone to interact effectively and harmoniously with other people

Name 5 Highly Effective Technologist Qualities

Proactive, Positive, Self motivated, Adaptable, Detail oriented

Customer

Someone who buys a product from a business rather than an individual or group of professionals

Client

Someone who engages the services of a professional, buys your advice & solutions personalized to their needs

List 5 significant factors that Influence Clients

1. Reliability: They want the staff at the clinic to provide them with service, dependability, and accuracy

2. Responsiveness: They want prompt service and staff that are willing to help

3. Tangibles: Clients are influenced by the appearance of the staff and the facilities

4. Assurance: They need to feel confident that the staff is knowledgeable, trustworthy and confident

5. Empathy: They need to perceive the staff as caring individuals and have the ability to understand feelings experienced by another person

How fast is a first impression formed?

5-30 seconds

How long does it take for a first impression of a clinic to be formed?

4-5 minutes

How are first impressions formed?

First impressions are based on previous experiences & subconscious thought

Where will a first impression of a clinic start?

A first impression of a clinic starts with the clinic, then the staff

How will a clients first impressions affect the revenue of a Veterinary Practice?

A positive first impression builds trust, leading to loyalty and referrals

List 5 ways to enhance client services

Know the name of the client, Know the name of the clients pet, Have reasonably priced services, Friendly staff, Have convenient hours of operation

What are the most important & least important factors of a good Veterinary Hospital?

Most important is being interested in the well being of the pet (74%). Least important is prompt service (6%).

What part of an interaction will a client remember most?

The end

Name 5 phone etiquette practices

Answer in 1-3 rings, Max hold time is 2 mins, Speak slowly & clearly, Be patient, Treat client with respect & courtesy

When taking a message, you write down the following information:

Name of caller, Date/ time, Correct phone #, Reason of call

What is decision gridlock?

Having too many desisions

What is the “platinum rule” of service?

Do unto others as they wish to have done to them