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The Veterinary Receptionist, 2nd Edition - Essential Skills for Client Care
By John R. Corsan, NCA, NDA and Adrian R. Mackay, BSC(Hons), DipM, MCIM, PCertM, MCMI, MBA
176 pages
Trim Size 6 1/8 X 9 1/5 in
Copyright 2008
Description
As the first person that many people encounter in their contact with the veterinary practice, the veterinary receptionist has an important part to play in inspiring confidence in clients. The new edition of this popular book remains a unique guide specifically for the veterinary receptionist, providing practical, easily accessible information on how to fulfill this role professionally and efficiently. It advocates an understanding of the role of the receptionist as integral to the practice and supplies the basic information that every veterinary receptionist needs to function effectively. The new edition includes fully updated information on client service and dispensing as well as first aid along with 2 new chapters. The start of each chapter now has a summary outcome identifying specific objectives. The authors have included more scenario cases so the readers can identify more closely with the text.
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
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