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Video Tip of the Month

This Month's CE Credit Webinar
How to Train a New Receptionist
Did you know turnover among veterinary receptionists is 26% compared to the national average of 16%? Veterinary receptionists stay with your hospital an average of 1 to 3 years.   What is your training protocol for new receptionists? You want to "train to trust" and help new hires become skilled, long-term employees.

Join Wendy S. Myers, CVJ, on  Thursday, April 19 at 12 to 1 and 3 to 4 p.m.   ET   for two live webinars on "How to Train a New Receptionist." What you'll learn:
  • Start strong on the first day of employment
  • Which essential skills receptionists should learn
  • Provide orientation checklists for a path to success
  • Set learning goals and provide training from telephone to computer skills
  • Share a how-to manual to explain processes and provide answers
  • Assign a mentor to instill confidence and create checkpoints
  • Give new hires coaching and constant feedback about good performance and areas to improve 
This CE course for your entire team includes:
  • 2 live webinars on April 19
  • Handout
  • Online test
  • 1 hour of CE credit
  • CE certificate
  • Unlimited playback of recorded webinar
Not available on April 19? Your enrollment includes unlimited playback of the recorded webinar, so your team may learn at its convenience.
Get advice on attracting candidates in my latest article, Can You Compete With Chick-Fil-A for Employees?

Upcoming Seminars & Webinars
April 19, 2018
Webinar: How to Train a New Receptionist, 12-1 and 3-4 p.m. ET
Phone: 720-344-2347

April 27, 2018
Ankeny, IA
Phone: 800-369-9564

May 14-15, 2018
Chicago, IL
Phone: 877-978-7084

May 17, 2018
Webinar: How to Tame Rude Clients, 12-1 and 3-4 p.m. ET
Phone: 720-344-2347

Telephone Tip of the Month
When a client calls near closing time with a pet emergency
A panicked client calls your veterinary hospital minutes before closing time. Check with your veterinarian to see if the client should bring his pet to your hospital, or if the patient should be referred to the emergency clinic. Clients with sick or injured pets will be anxious, so ease emotions by sharing your confidence in the emergency clinic, and then offer directions and to call to alert emergency clinic staff. Have your veterinarian review the referral report the next morning and call the client about any follow-up care and to communicate you care.  
Tell the client,  "I spoke with Dr. <Name>, who wants you to go to the emergency clinic because your pet will need overnight care. We trust the doctors at <Emergency Clinic Name>, and they will update us on the care they provide for your pet. I will call the emergency clinic now and let them know you're on your way. Do you need driving directions to the emergency clinic?"
Get more training in my 1-hour CE class 5 Golden Rules to Impress Callers.

Training packages for receptionists
Essential Phone Skills: 6 Courses
Core Skills for Receptionists: 12 classes

Wendy S. Myers, CVJ
Communication Solutions for Veterinarians Inc.

© 2018 Communication Solutions for Veterinarians. Contact us for reprint permission.
Communication Solutions for Veterinarians
(720) 344-2347