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The Veterinary Receptionist


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Table of Contents

1 Client service defined 2 Make your first impressions count 3 Focus on your client 4 Making the client feel special 5 Telephone skills 6 Professional under pressure 7 Profit from complaints 8 Client service solutions 9 Fundamentals of first aid 10 Labelling and dispensing Appendix: Action Plan Index


Given the practice reception team are the first and last people our clients interact with, it's amazing that, often, precious few resources are spent on their training. So I was delighted to find a book aimed directly at this group of unsung heroes. Throughout, the emphasis is maintained on delivering outstanding client service. I would advise anyone with an interest in the development/survival of their business to include this book in their library. In fact, make it compulsory reading for all client-facing staff and managers. Veterinary Record, February 2009

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