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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

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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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