07 - Client Service & First Impressions

Poll

Have you ever left an online review for a business?

• Yes, a positive review

• Yes, a negative review

• Yes, I've left both negative & positive reviews

• I have never left an online review

Open Ended

What are some examples of things that clients would want from a veterinary practice?

Poll

What would be important for you when choosing a veterinary clinic?

• Low cost

• High quality medicine

• Variety of species seen

• Convenient location

• Convenient opening hours

Multiple Choice

What should we do at a veterinary clinic if we are running behind schedule?

• Ignore the delays & continue as usual

• Close the clinic early to catch up on time

• Tell clients to leave, as we cannot see them today

• Update clients & potentially offer to reschedule appointment

Poll

Have you ever stopped supporting a business due to poor customer service?

• Yes

• No

• Many times

• No, but I should have

Word Cloud

In 1-2 words, write what you feel is an important "need" as a client.

Multiple Choice

How can we make clients feel special at a veterinary practice?

• Have a disorganized & unwelcoming environement but super convenient opening hours

• Offer cheap prices, provide inaccurate information, ignore client concerns

• Personalize interactions (know pet & owner name), provide follow-up calls, create a welcoming env

Multiple Choice

How can we acknowledge a client upon arrival?

• Ignore the client until they approach you. You have other tasks that are more important

• Text on your phone while the client waits. They are not important

• Yell across the room to get the client's attention

• Greet the client with a warm welcome, make eye contact, smile & address them by their name if possible

"Hearing" a Smile

Let's Test This Out

• In small groups (3-4 people), have one person with their back to the rest say "Thank you for calling, how may I help you?."

  • Try once without smiling and once smiling. Surprise the order. Can you hear a difference?

Multiple Choice

When should you answer the phone?

• Before the phone rings

• by the 3rd ring

• When you feel like it

• After 10 rings

Let's Practice

With a partner(s), practice saying the following in your best phone voice:

"Good morning, thank you for calling Oulton Animal Hospital, this is _____ speaking, how may I help you?"

Multiple Choice

Before putting a client on hold on the phone that has just called the clinic, what would be the best things to say? Think carefully!

• I have to put you on hold

• Can you hold?

• Hold on, I'll be right back with you

• Is this an emergency, or may I put you on hold?

Categorize

Options (14)

smiling

avoiding putting people on hold where possible

asking a client if they could be put on hold

taking notes

answering by the 3rd ring

eating while talking

having another conversation outside of the call

putting people on hold and forgetting about them

use jargon

drinking

ignoring the phone

swearing

Organize these options into the proper categories.

GOOD phone behaviours

BAD phone behaviours

Open Ended

What does "screening a call" mean?

Multiple Choice

Why is it better to offer a client a choice of 2 appointment times, rather than asking when they would like to come in?

• clients prefer to have complete control over scheduling

• asking for their preferred time shows indecision on our part

• offering two appointment times confuses the client

• reducing decision fatigue & expiditing the scheduling process

Open Ended

What types of information should we get when making appointments? List 3.

Multiple Choice

How can you confirm you have written down a client's phone number correctly?

• send a text message to the client with the phone number while you are talking to them

• read back the phone number to the client and ask for confirmation

• assume the client provided the correct number without confirmation

Multiple Choice

What should you do if a client calls & is asking the cost of a cat spay?

• tell the client the exact cost without gathering any additional information

• ask questions, such as name, age, breed, tech, provide general estimate & offer to schedule an appointment

• provide a cost estimate based on different types of procedures

• refer the client to a different veterinary clinic

Open Ended

You see an elderly client approaching the clinic with her cat in a carrier. What could you do to make a good impression? How will you make her feel special & welcome?

Draw

Draw me a picture that describes your favourite course so far in the program!