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The ULTIMATE Veterinary Client Experience: Phone Skills and Client Service Sharpener
The ULTIMATE Phone Call Experience
Instructions
The Five Ingredients for Successful Communication
Your First Ingredient: I Care (3:24)
I Care: An Example for Personalizing Your Calls (0:52)
Your Next Ingredient: Understanding Client Needs (1:04)
An Example of Understanding Your Client's Needs (0:38)
Your Next Ingredient: Connecting Needs to Services (2:03)
An Example of Connecting Needs to Services (3:09)
Your Next Ingredient: Catalyzing Action (2:41)
An Example of Catalyzing Action (1:12)
Your Final Ingredient: Leave a Lasting Impression (1:27)
An Example of a Lasting Impression (1:19)
Review the Steps to an Exceptional Client Phone Experience
Example Call: Start to Finish (5:38)
Assignment #1
Phone Skills Quiz
Forbidden Phrases
How to "Say It" for a More Positive Client Experience (3:55)
"How to Say It" Examples of Phrasing
Forbidden Phrases Quiz
Navigating Sick/Urgent Phone Calls
Navigating Sick/Urgent Phone Calls (10:31)
Sick/Urgent Phone Calls Quiz
Managing Financial Conversations
Financial Conversations, Part 1 (3:51)
Financial Conversations, Part 2 (2:38)
Financial Pitfalls (1:39)
Financial Pitfalls Quiz
Euthanasia Scheduling
Euthanasia Scheduling (7:43)
Euthanasia Scheduling Quiz
Dealing With an Angry or Upset Caller
Answering the Phone to a Ticking Time Bomb (3:47)
Managing Difficult Client Situations
Assignment #2
Encountering Unhappy or Angry Clients Quiz
Communicating a Confident Recommendation
Confidence (10:21)
The Structure of a Confident Recommendation (2:05)
The Delivery of a Confident Recommendation (3:50)
Assignment #3
Confident Recommendations Quiz
I Care: An Example for Personalizing Your Calls
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