Scarborough Veterinary Consulting 1252 Heritage Drive, Villa Rica, GA 30180 678-773-5644 Cscarborough2@gmail.com
Monday - Friday 8:00 a.m. - 5:00 p.m.
First Impressions - Making a positive and lasting impression on clients is the first key to building relationships. We'll coach your team on everything from the appearance of your facilities to the warm and welcoming greeting clients receive.
Telephone Skills - Team members will learn how to communicate professionally and personally with clients while addressing their needs and concerns. We will work one-on-one with team members during both real-time telephone calls and role playing scenarios to reinforce proper skills and objectives. In addition, we'll collaborate in order to create customized telephone scorecards that can be utilized for secret phone shopping and telephone training. A detailed summary report, noting how well the team member did and areas for improvement will be provided.
Handling Upset Clients - Without adequate coaching and preparation, learning to resolve client complaints can be challenging and intimidating, but it doesn't have to be. Our approach involves coaching veterinary team members on how to be more effective communicators. We will cover topics from active listening, to reading and interpreting body language, to expressing sympathy, and more. Team members will gain greater insight and confidence, which will allow them to provide better client service and build stronger relationships with clients.
Patient Care Skills - As a veterinary practice owner or manager, it can be challenging to find the time to properly coach team members on patient care, but we can help with that. Our coaching covers a vast array of topics for client service representatives, kennel technicians, and veterinary assistants. The goal of patient care coaching is for veterinary team members to gain confidence in their daily tasks, which ultimately leads to improved patient care, client service, and morale. Examples include core vaccines and common diseases; obtaining a thorough medical history; proper documentation; patient restraint; observing patients for signs of disease or distress; foundations of hematology, fecal, and urinalysis testing; commonly prescribed medications; venipuncture and IV catheter placement; anesthesia concepts and principles; radiograph safety and patient positioning; and more.
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