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This Month's CE Credit Webinar
How to Tame Rude Clients
Texting Teresa is addicted to her cell phone and texts throughout her pet's exam. How can you politely and professional get her to hang up and listen? Teresa needs the information you're sharing so she may make an important medical decision for her pet. Rather than getting mad, learn conflict-resolution techniques that result in positive client relationships.

Join Wendy S. Myers on Thursday, May 17 from 12 to 1 and 3 to 4 p.m. ET  for two live webinars on "How to Tame Rude Clients." Learn how to deal with these challenging pet owners:
  • Texting Teresa is addicted to her cell phone, texting throughout her pet's exam
  • Bossy Bob shouts, "If I can't pay, you're just going to let my pet die?"
  • Internet Irene says she knows what's wrong with her dog, "I Googled it."
  • Suspicious Suzie asks, "Why are your prices so high? I can get my vaccines cheaper at a shot clinic or the feed store."
  • Price-match Paul demands that you match an Internet pharmacy's price for his pet's medications
  • Expletive Ed curses and belittles employees
This CE course for your entire team includes:
  • 2 live webinars on May 17, 2018 
  • Unlimited playback of recorded webinar
  • Handout
  • Online test
  • CE certificate
  • 1 hour of CE credit
Not available May 17? Your enrollment includes unlimited playback of the recorded webinar. Your team can learn at its convenience, or you can earn CE at home in your pajamas!

Video Tip of the Month

Upcoming Seminars & Webinars
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

June 21, 2018
Webinar:  Are Your Wiggle Words Killing Compliance?  12-1 and 3-4 p.m. ET
Phone: 720-344-2347 

Telephone Tip of the Month
Never say "I don't know"
Receptionists need to know the hospital's standards of care because they must explain medical services to clients and phone shoppers. If a caller catches you off guard with a question you don't know the answer to, respond professionally. Never say "I don't know" because callers will lose confidence in you as well as the medical team. 

Reply,  "That's a great question! Are you able to hold while I get the answer for you?"
Get more training in my 1-hour CE class 5 Phone Mistakes Receptionists Make.

Five-star training for receptionists
This year's most popular class: 
How to Train a New Receptionist
Receptionists stay with a hospital an average of 1 to 3 years. Get how-to training advice that retains employees.
Own the Phone: How to Lead Conversations
Learn to lead the pace of calls when scheduling exams and procedures. This was last year's #1 course!

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