STAF110-0414: Front Desk Module 1-Exceptional Client Skills
Audio and Text:
In some of the course Real Time Sessions the lecture will be predominantly audio
while in others the lecture will be predominantly text.
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INSTRUCTOR(S): Phyllis Webster, AA, CVPM
COURSE OPEN: April 9-May 17, 2014
REAL TIME SESSIONS (RTS): Wednesdays, April 16, 23, 30 and May 7, 2014; 9-10:30pm ET (USA)
Course RTS Times in Your Area:
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Practice Sessions: In order to prepare you for a successful experience
in your CE course, we request you attend a Practice Session prior to the first
Real Time Session. Please arrive promptly at the start time; each Practice Session
is up to 1 hour in length.
For more information, please visit the
CE Practice Area.
*The instructor for this course will be using audio which will require you to have a headset or speakers to listen.
If you have any concerns regarding your computer's audio capabilities, please be sure to attend
one of the Practice Sessions.
Level and Prerequisites:
This
basic course is designed for all receptionists, front office staff and also those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job.
VSPN CE Course:
This course has been RACE approved for veterinary technicians only. This course is approved by the VHMA for CVPM credits.
The Veterinary Information Network (VIN) is RACE Provider #22. VHMA approval #08-02
Course Description:
Outstanding client service is the cornerstone of every successful veterinary practice. Most clients cannot evaluate your practice's medical expertise and unfortunately,
base their decision to return on their experience at the front desk. Clients are your most important asset and it takes only one negative encounter to lose a
long-time or potential client. A client will always remember his/her first few minutes at your practice along with the last few. During this course, emphasis
will be placed on creating a clients overall positive experience, building client loyalty, increasing a client's perception of value and making the front desk member
a valuable contributor to the hospital team.
This course consists of four (4) Real Time Sessions of ninety (90) minutes each, supplemental library materials,
interactive message board discussions, a mandatory end-of-course test, and may include online multiple
choice quizzes (after each Real Time Session).
The instructor places emphasis on Message Board participation as an important component of the learning process.
Successful completion (scoring 80% or better) on the end-of-course test is required
to earn a certificate of completion for the course.
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*The lecture portion of this course will combine both text and audio presentation, please be prepared to listen.
Upon completion of this course, the participant should be able to
- outline the importance of creating an exceptional first impression, while establishing a long time relationship with each and every client.
- identify and extrapolate basic receptionist duties while improving telephone skills, scheduling appointments, admitting and discharging of patients.
- extrapolate responses and interactions from class lessons with clients in a variety of situations at the front desk.
- outline optimum healthcare with each client, advocate on behalf of the patient, and increase a client's perception of value.
- defend client loyalty while recognizing the client's emotional needs during euthanasia.
Course Materials: Course materials will be available
in the course library prior to each Real Time Session.
Required Textbook(s):
There is no required textbook for this course.
About the Instructors:
Phyllis Webster has been instrumental in creating an exceptional client service experience since 1980, initially as a Front Desk Team Member then Office Manager. In 2008, Phyllis was promoted to Practice Manager after achieving her CVPM certification. As Practice Manager, she oversees the daily operations of a busy small animal/exotic practice in St. Louis, Missouri. Phyllis, a long-time member of VSPN, teaches both the Excellent Client Skills and Challenges Facing the Front Desk courses.
Course Outline:
Week 1 (Real Time Session April 16):
The First Impression
Content:
The first impression starts with the general appearance of the office and staff member, along with extending a warm welcome. Telephone etiquette, the lifeline to the clinic, is an equally important component to an organized office. Pay attention to details.
Week 2 (Real Time Session April 23):
Receptionists Duties
Content:
Maintaining medical records with updating client/patient information. Being able to schedule, confirm upcoming appointments, handle phone shoppers, address no show appointments and handle multi-pet appointments. Address invoicing clients and client departure issues. Provide an accurate estimate while increasing a client's perception of value.
Week 3 (Real Time Session April 30):
Handling Clients
Content:
Increase knowledge of services, products, vaccination protocols, etc. while creating a more knowledgeable front desk. Educate and communicate optimal heath care to our clients while building a relationship with the pet. Address compliance issues. Improve our listening skills.
Week 4 (Real Time Session May 7):
Client Retention
Content:
Showing clients that you sincerely care through social media, communication, correspondence, newsletters, reminders, answering questions, callbacks and during euthanasia. The front office staff member plays a crucial role in client retention. Creating client loyalty and lock down the relationship.
CE CREDITS: 6
Tuition: $120 ($108 early bird special if enrolled by March 26,2014)
**Enroll in both modules by April 16, 2014 and receive a 15% discount off the regular course price.
* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status).
*To ensure participants are ready and prepared for classes,
enrollment will close at 5 pm ET Wednesday April 16, 2014,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center.
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- Enrollment qualifications: VIN CE courses are open to
VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course
must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a
VSPN CE or a VIN CE course open to VSPN member enrollment.
- Each enrollee must be able to receive emails from @vspn.org
and @vin.com addresses. Email is our major form of communication with participants;
personal emails are highly recommended rather than clinic/hospital email addresses.
- Each person is individually responsible for his/her own registration.
To ensure that all information received is secure and correct, please do not enroll
for a course on behalf of another individual.
- For further assistance call 1-800-700-INFO (4636) or email (VIN CE)
CEonVIN@vin.com or (VSPN CE)
VSPNCE@vspn.org.
Please include the course title, your full name, and contact information in your correspondence.
*Note:
"This course is approved for 6 continuing education credits in jurisdictions
which recognize AAVSB RACE approval; however participants should be aware that some
boards have limitations on the number of hours accepted in certain categories and/or
restrictions on certain methods of delivery of continuing education."
Call VSPN/VIN CE at 1-800-700-4636 for further information.
(Attendees are encouraged to check with their licensing jurisdiction(s) for
information regarding recognition by their board).
Course withdrawal and refund policy: A complete refund of the paid course price will be
issued when your withdrawal request is received prior to the listed start date of the course.
If you wish to withdraw after the start date please contact the VIN/VSPN office 1-800-700-INFO (4636)
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VIN/VSPN office at 1-800-700-INFO (4636).
*For more information on VSPN's upcoming CE courses, check the
VSPN Course Catalog.
The CE team:
Charlotte Waack, RVT, CVT
VSPN CE Director
VSPN CE Services: VSPNCE@vspn.org
800-846-0028 or 530-756-4881; ext. 972
or direct line to VIN/VSPN from the United Kingdom: 01452226154
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616
Copyright 2000, Veterinary Information Network, Inc.
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