06 Client Service

Multiple Choice

Which of the following best describes the significance of client service in a veterinary hospital?

• It helps maintain strong relationships with pet owners and ensures the hospital's success.

• It is only important for administrative staff.

• It has little impact on the overall functioning of the hospital.

• It is mainly about handling payments and paperwork.

Multiple Choice

Which of the following is NOT mentioned as a way clients judge a business?

• Quality

• Excellent client service

• Making clients feel special

• Advertising campaigns

Multiple Choice

Why can't clients always judge the level of care provided by a business?

• They are not interested in the service

• They don’t always see what goes on behind the scenes

• They don’t care about quality

• They only care about price

Multiple Choice

Which of the following best describes the importance of clients according to the 'Code of Attitude Towards Clients'?

• Clients are an interruption to our work

• Clients are the most important people in the practice

• Clients depend on us more than we depend on them

• Employers pay the wages, not clients

Multiple Choice

Why is it important to remember how you make clients feel?

• Because clients are always right

• Because clients will forget what you said or did, but not how you made them feel

• Because clients only care about results

• Because clients do not have other options

Fill in the Blank

Fill in the blank: According to the slides, our clients are the ___ of this practice.

Multiple Select

Which of the following are key elements that clients want most from a service provider?

• Reliability

• Transparency

• Low prices

• Surprises

Multiple Choice

Which of the following is NOT a way clients define quality according to the presentation?

• Reliability

• Responsiveness

• Low prices

• Courtesy

Multiple Select

What factors do clients use to assess veterinary services?

• Staff

• Level of quality

• Cost

• Advertising campaigns

Fill in the Blank

Clients don’t like ___ when assessing veterinary service.

Multiple Choice

Which of the following is a recommended strategy for planning for excellence in client service?

• Lowering your prices

• Constantly manage your image

• Ignoring client feedback

• Focusing only on new clients

Multiple Select

Which of the following are needs that clients expect to be met?

• To feel welcome

• To be listened to

• To trust you

• To receive free products

Multiple Choice

Which of the following best explains why first impressions are important in building trust?

• They determine if someone will like you forever.

• They influence how others perceive your professionalism and reliability.

• They are the only thing people remember about you.

• They guarantee success in every interaction.

Multiple Choice

What are three important actions to take when greeting a client in person to make a positive first impression?

• Make eye contact, attend to them quickly, focus on them

• Smile, shake hands, offer a drink

• Ask about their family, compliment their clothes, give a tour

• Ignore them until they speak, check your phone, look away

Fill in the Blank

Fill in the blank: Clients shouldn’t be kept waiting too long; if there is a delay, you must explain to them the ___ and offer an alternative if more convenient.

Multiple Select

Which of the following are important for maintaining a professional appearance in person at a clinic?

• Wearing a specific uniform and name tag

• Being clean and odour free

• Following the jewelry policy

• Bringing pets to work

Multiple Choice

Why is client service often referred to as the 'lifeblood' of a hospital?

• Because it ensures the hospital runs smoothly and clients return

• Because it is related to medical procedures

• Because it involves only the medical staff

• Because it is about financial management only

Draw

Draw me your favourite TV show!