Module 1 (Cram)

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

Soft skills

List some soft skills

Creativity, time management, analytical thinking, multitasking, verbal/written communication, adaptable, team player, conflict resolution, leadership

List some highly effective technologist qualities

Proactive, self motivated, positive, cross train, creativity, synergize, flexible, participate, not "just a technologist"

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

Customer

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

Client

What are the five significant factors that influence clients?

1. Reliability

2. Assurance

3. Tangibles (appearances)

4. Empathy

5. Responsiveness

How long does it take for a client to form a first impression?

5–30 seconds

What sense has the strongest memory cue?

Odour

What are the three locations where a client forms a first impression of a clinic?

1. External

2. Reception

3. Exam room

What are the seven reasons people call a veterinary clinic?

1. Appointment

2. Response to media

3. Advice

4. Fees

5. Emergencies

6. Animal status

7. Referrals

After how many rings should you answer the phone?

1–3 rings

What is the minimum number of lines a hospital should have for incoming calls?

2

In telephone triage, what kind of call takes precedence over all else?

Emergencies

What kind of caller will need your undivided attention, might necessitate taking the call in another room?

Euthanasia

True or false: Calls from other doctors can be placed on hold or called back

False. These should be handled immediately if possible

What two types of callers can be put on hold or called back?

1. Appointment

2. Fees

What six items should you write down when taking a message?

1. Name of caller

2. Date and time

3. Phone number

4. Who message is for

5. What call is about

6. Expectation (when to call back) Remember: Never dial phones without working empathy

True or false: The strongest memory of an event is formed in the last portion

True

What are the four things you should say when ending a call?

1. Date and time of appointment

2. Address/directions to clinic

3. Ask for client phone number

4. Methods of payment

What does an unsatisfied client usually want the most?

To be heard

Should you apologize for the prices if a client is dissatisfied because of fees?

No. Apologize for error or miscommunication, never prices

How many times should you phone a client about a recent or upcoming appointment or treatment?

3 times

HBC

Hit by car

GDV

Gastric dilation and volvulus syndrome

Dystocia

Difficult birth

What is the #1 complain from veterinary clients?

Waiting

What side of your body should you wear your nametag?

Right

What is the platinum rule of service?

Do unto others as they wish to have done to them

What are the four personality types encountered in clinic?

1. Rulers

2. Relators

3. Analytical

4. Entertainers

What is the main reason an owner does not follow recommendations?

They didn't feel the recommended treatment was necessary

What are the 3 key factors in communication?

1. Confidence

2. Sincerity

3. Trust

What are the 3 things we should do to avoid client conflict?

1. Competence

2. Communication

3. Compassion

List the A–5 approach to diffuse client conflict

1. Acknowledge

2. Apologize

3. Affirm

4. Answer

5. Act