Additional Information
Book Details
Abstract
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.
- The first UK book specifically written for the veterinary receptionist, providing quick access to the information most requested by clients
- Provides practical guidelines to improve professional practice - learn how to become more effective in your role as the 'face of the practice'
- Learn how to deflect and deal with complaints from angry clients, as well as coping with the distress caused by a pet's illness
- Case studies used to help the reader identify and learn about specific issues and situations
- The authors provide highly practical tips, checklists and quizzes throughout the book, promoting reader interactivity
- Fully revised and expanded chapters, including fully re-written chapters on labelling and dispensing; client care solutions; first aid; and client service
- Inclusion of more case study boxes and further reading references
- Fresh 2-colour text for easy reading and increased navigability
- New, durable cover
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Front Cover | Cover | ||
| The Veterinary Receptionist | iii | ||
| Copyright Page | iv | ||
| Contents | v | ||
| Foreword | vii | ||
| The Perfect Receptionist | ix | ||
| Chapter 1: Client service defined | 1 | ||
| So What is Client Service | 1 | ||
| ‘Step-by-Step’ Service in practice | 9 | ||
| How clients assess veterinary service | 16 | ||
| The plan of action | 20 | ||
| What about the quality of health care? | 24 | ||
| Conclusion | 25 | ||
| References | 25 | ||
| Chapter 2: Make your first impressions count | 26 | ||
| Those First Few Seconds | 26 | ||
| Those ‘Moments of Truth’ | 27 | ||
| The Waiting Room | 28 | ||
| What to do Before You Answer the Phone | 30 | ||
| A Lasting Impression | 31 | ||
| Chapter 3: Focus on your client | 32 | ||
| Focus on the Face-to-Face | 32 | ||
| Listening | 33 | ||
| Questioning | 36 | ||
| Non-verbal communication | 38 | ||
| Giving 110% | 41 | ||
| Chapter 4: Making the client feel ‘special’ | 42 | ||
| Every Client is Unique | 42 | ||
| Your Professional Personality | 44 | ||
| Developing Relationships and Building Rapport | 45 | ||
| The Golden Rules for Making People Feel Special | 47 | ||
| Responding to Individual Clients and Matching Their Needs | 52 | ||
| Keytips: Making the Client Feel Special | 57 | ||
| Checklist (Pin up in your kitchen!) | 57 | ||
| Chapter 5: Telephone skills | 58 | ||
| Preparation for Incoming Calls | 59 | ||
| Practice Phone Policy | 59 | ||
| Fax messages | 65 | ||
| The Don’t List | 66 | ||
| The Seven ‘P’S of the Phone | 67 | ||
| Proactive Use of the Phone | 67 | ||
| Checklist | 69 | ||
| Further Information | 69 | ||
| Chapter 6: Professional under pressure | 70 | ||
| Stress – Too Much, Too Little? | 71 | ||
| The Symptoms of Stress | 74 | ||
| Minimize Your Overall Stress Levels | 76 | ||
| Advanced Stress Management | 78 | ||
| Self-talk or NLP (Neuro-Linguistic Programming) | 87 | ||
| Taking the Stress Out of Difficult Situations | 90 | ||
| Behaving Assertively | 93 | ||
| Key Tips for Staying Professional Under Pressure | 97 | ||
| References | 97 | ||
| Chapter 7: Profit from complaints | 98 | ||
| Further Developments on Positive Thinking | 99 | ||
| General Guidelines for Handling Complaints | 102 | ||
| Respond Assertively | 105 | ||
| Assertive Behaviour in Action | 110 | ||
| Saying ‘No!’ | 113 | ||
| Your Rights | 115 | ||
| Key Tips | 116 | ||
| Chapter 8: Client service solutions | 119 | ||
| Why Do Clients Have Problems? | 119 | ||
| Understanding the Problem | 121 | ||
| Understanding, Acknowledging and Owning Problems | 122 | ||
| Dealing with Difficult Clients | 125 | ||
| Handling Information | 127 | ||
| Generating Solutions | 130 | ||
| Chapter 9: Fundamentals of first aid | 136 | ||
| Procedure for not Breathing Casualty | 138 | ||
| No Signs of Circulation | 139 | ||
| What To Do if a Client Faints | 140 | ||
| A Client has a Heart Attack | 140 | ||
| A Client has an Asthma Attack | 140 | ||
| Bite Wound by Dog or Cat | 141 | ||
| First Aid Box | 141 | ||
| Keeping Records | 142 | ||
| Tips | 143 | ||
| Further Information | 143 | ||
| Chapter 10: Labelling and dispensing | 144 | ||
| What You Can and Cannot Do | 144 | ||
| Prescriptions | 147 | ||
| Drug Enquiries | 147 | ||
| Records | 148 | ||
| General Checklist When Dealing with Various Aspects of Dispensing | 155 | ||
| Further Reading and Information | 155 | ||
| Appendix Action Plan | 156 | ||
| Index | 157 |