STAF110-0117: Front Desk Module 1-Exceptional Client Skills
Text only:
The lectures for this course will be presented in a predominantly text format.
Enrollment is closed.
Instructor: Phyllis Webster, AA, CVPM
Course Open: January 4-February 11, 2017
Real Time Sessions (RTS): Wednesdays, January 11, 18, 25 and February 1, 2017; 9:00-10:30pm ET (USA)
Course RTS Times in Your Area:
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Practice Sessions: In order to prepare you for a successful experience
in your CE course, we request you attend a Practice Session prior to the first
Real Time Session. Please arrive promptly at the start time; each Practice Session
is up to 1 hour in length.
For more information, please visit the
CE Practice Area.
Level and Prerequisites:
This
basic course is designed for all receptionists, front office staff and those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job.
VSPN CE Course: Open to all members on the veterinary team.
This course has been RACE approved for veterinary technicians/technologists.(22-28069) This course is approved by VHMA for CVPM credits. (VHMA program #08-02)
Course Description:
Outstanding client service is the cornerstone of every successful veterinary practice. Most clients cannot evaluate your practice�s medical expertise and unfortunately, base their decision to return on their experience at the front desk. Clients are your most important asset and it takes only one negative encounter to lose a long-time or potential client. A client will always remember his/her first few minutes at your practice along with the last few. During this course, emphasis will be placed on creating a client�s overall positive experience, building client loyalty, increasing a client�s perception of value and making the front desk member a valuable contributor to the hospital team.
Week 1 (Real Time Session January 11):
First Impressions
Objectives: Upon completion of this session, the participant should be able to
- Outline the importance of creating an exceptional first impression, while establishing a long time relationship with each and every client
- Understand why it is important to make a positive first impression to the client
Week 2 (Real Time Session January 18):
Receptionists Duties
Objectives: Upon completion of this session, the participant should be able to
- Identify and explain basic receptionist duties while improving telephone skills, scheduling appointments, admitting and discharging of patients
- Show excellent communication skills while interacting with clients
- Explain why everyone on the veterinary team should learn basic receptionist skills
Week 3 (Real Time Session January 25):
Handling Clients
Objectives: Upon completion of this session, the participant should be able to
- Utilize responses and interactions from class lessons with clients in a variety of situations at the front desk
- Learn how to deal with unhappy clients
Week 4 (Real Time Session February 1):
Client Retention
Objectives: Upon completion of this session, the participant should be able to
- outline optimum healthcare with each client, advocate on behalf of the patient, and increase a client�s perception of value
- defend client loyalty while recognizing the client�s emotional needs during euthanasia
Successful completion (scoring 80% or better) on the end-of-course test is required
to earn a certificate of completion for the course.
*To learn more about the requirements for earning a CE certificate, please refer to
Receiving Your CE Credit and Course Completion Certificate.
Course Materials: Course materials will be available
in the course library prior to each Real Time Session.
Required Textbook(s):
There is no required textbook for this course.
About the Instructors:
Phyllis Webster, AA, CVPM has been instrumental in creating an exceptional client service experience since 1980, initially as a Front Desk Team Member then Office Manager. In 2008, Phyllis was promoted to Practice Manager after achieving her CVPM certification. As Practice Manager, she oversees the daily operations of a busy small animal/exotic practice in St. Louis, Missouri. Phyllis, a long-time member of VSPN, teaches both the Excellent Client Skills and Challenges Facing the Front Desk courses
Total CE Credit: 6
Tuition: $126 ($113 early bird special if enrolled by December 21, 2016)
**Enroll in both modules by January 11, 2017 and receive a 15% discount off the original course price.
All prices are listed in US dollars.
* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status).
*To ensure participants are ready and prepared for classes,
enrollment will close at 5pm ET on January 11, 2017,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center.
Enrollment is closed.
- Enrollment qualifications: VIN CE courses are open to
VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course
must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a
VSPN CE or a VIN CE course open to VSPN member enrollment.
- Each enrollee must be able to receive emails from @vspn.org
and @vin.com addresses. Email is our major form of communication with participants;
personal emails are highly recommended rather than clinic/hospital email addresses.
- Each person is individually responsible for his/her own registration.
To ensure that all information received is secure and correct, please do not enroll
for a course on behalf of another individual.
- For further assistance call 800-846-0028 ext. 792 or email
VSPNCE@vspn.org.
Please include the course title, your full name, and contact information in your correspondence.
*Note:
"This program 22-28069 is approved by the AAVSB RACE to offer a total of 0.00 CE Credits (0.00 max) being available to any one veterinarian: and/or 6.00 Veterinary Technician CE Credits (6.00 max). This RACE approval is for the subject matter categorie(s) of:
Category Three: Non-Scientific-Practice Management/Professional Development
using the delivery method(s) of: Interactive-Distance. This approval is valid in jurisdictions which recognize AAVSB RACE; however, participants are responsible for ascertaining each board's CE requirements"
This course has been submitted for approval for continual education units toward CVPM requirements through VHMA.
Course withdrawal and refund policy: A complete refund of the paid course price will be
issued when your withdrawal request is received prior to the listed start date of the course.
If you wish to withdraw after the start date please contact the VSPN office 800-846-0028 ext. 792
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VSPN office at 800-846-0028 ext. 792.
*For more information on VSPN's upcoming CE courses, check the
VSPN Course Catalog.
Charlotte Waack, RVT, CVT
VSPN Director/VSPN CE Interim Director
VSPN CE Services: VSPNCE@vspn.org
800-846-0028 or 530-756-4881; ext. 792
or direct line to VIN/VSPN from the United Kingdom: 01 45 222 6154
or direct line to VIN/VSPN from Australia: 02 6145 2357
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616
Copyright 2016, Veterinary Information Network, Inc.
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