101 Communication Skills for Veterinary Teams

Book excerpt: Phone conversations are the first step in the client experience. From welcoming greetings to on-hold etiquette, learn best practices for managing phone calls. Discover ways to convert more phone shoppers into new clients to grow your practice. In the exam room, learn how to educate pet owners about preventive care and explain finances with confidence. Get tips on handling difficult clients with grace and professionalism. When your team becomes expert communicators, clients will eagerly accept your recommendations and patients will get the care they need. Packed with scripts, this book will teach you the right words and phrases to have effective conversations with clients.