VSPN STAF110-0119: Front Desk Module 1-Exceptional Client Skills

The lectures for this course will be presented in an audio format using a webinar platform.

Enrollment is closed

Instructor: Phyllis Webster, AA, CVPM
Course Open: January 30, 2019-March 8, 2019
Real Time Sessions (RTS): Wednesdays, February 6, 13, 20, and 27, 2019 9-10:30PM ET (USA)
Course RTS Times in Your Area: World Clock Converter

To prepare for your online experience, review the VIN-VSPN CE informational video prior to the course open date.

Level and Prerequisites: This basic courseis designed for all receptionists, front office staff and those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job
VSPN CE Course: Open to all members of the veterinary team.
“This program has been submitted (but is not yet approved) for 6 hours of continuing education credit in jurisdictions which recognize RACE approval. “
This course is approved by VHMA for CVPM credit. (VHMA program # 08-02)

Course Description:
Outstanding client service is the cornerstone of every successful veterinary practice. Most clients cannot evaluate your practice’s medical expertise and unfortunately, base their decision to return on their experience at the front desk. Clients are your most important asset and it takes only one negative encounter to lose a long-time or potential client. A client will always remember his/her first few minutes at your practice along with the last few. During this course, emphasis will be placed on creating a client’s overall positive experience, building client loyalty, increasing a client’s perception of value and making the front desk member a valuable contributor to the hospital team.

Week 1 (Real Time Session February 6): First Impressions
Objectives: Upon completion of this session, the participant should be able to
  • Outline the importance of creating an exceptional first impression, while establishing a long-time relationship with each and every client
  • Understand why it is important to make a positive first impression to the client
Week 2 (Real Time Session February 13): Receptionists Duties
Objectives: Upon completion of this session, the participant should be able to
  • Identify and explain basic receptionist duties while improving telephone skills, scheduling appointments, admitting and discharging of patients
  • Show excellent communication skills while interacting with clients
  • Explain why everyone on the veterinary team should learn basic receptionist skills
Week 3 (Real Time Session February 20): Handling Clients
Objectives: Upon completion of this session, the participant should be able to
  • Utilize responses and interactions from class lessons with clients in a variety of situations at the front desk
  • Learn how to deal with unhappy clients
Week 4 (Real Time Session February 27): Client Retention
Objectives: Upon completion of this session, the participant should be able to
  • Outline optimum healthcare with each client, advocate on behalf of the patient, and increase a client’s perception of value
  • Maintain client loyalty while recognizing the client’s emotional needs during euthanasia
Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course.

*The lecture portion of this course will be an audio presentation, please be prepared to listen.

*To learn more about the requirements for earning a CE certificate, please refer to Receiving Your CE Credit and Course Completion Certificate.

Course Materials: Course materials will be available in the course library prior to each Real Time Session.

Required Textbook: There is no required textbook for this course.

About the Instructor:
Phyllis Webster, AA, CVPM has been instrumental in creating an exceptional client service experience since 1980, initially as a Front Desk Team Member then Office Manager. In 2008, Phyllis was promoted to Practice Manager after achieving her CVPM certification. As Practice Manager, she oversees the daily operations of a busy small animal/exotic practice in St. Louis, Missouri. Phyllis, a long-time member of VSPN, teaches both the Excellent Client Skills and Challenges Facing the Front Desk courses

Total CE Credit: 6

Tuition: $126 ($113 early bird pricing if enrolled by January 16, 2019)
* Enroll in both modules by February 6, 2019 and receive a 15% discount off the original course price.
Prices are listed in US dollars.

* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status).
*To ensure participants are ready and prepared for classes, enrollment will close at 5pm ET on February 6, 2019, or when the maximum number of participants is reached.
*For more information on how online CE works, see the Participant Resource Center.

  1. Enrollment qualifications: VIN CE courses are open to VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a VSPN CE or a VIN CE course open to VSPN member enrollment.
  2. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
  3. Each person is individually responsible for his/her own registration. To ensure that all information received is secure and correct, please do not enroll for a course on behalf of another individual.
  4. For further assistance call 800-846-0028 ext. 792 or email VSPNCE@vspn.org. Please include the course title, your full name, and contact information in your correspondence.
Enrollment is closed

*Note: “This program has been submitted (but is not yet approved) for 6 hours of continuing education credit in jurisdictions which recognize RACE approval. “ ; This course has been approved for continual education units toward CVPM requirements through VHMA (08-02).

Course withdrawal and refund policy: A complete refund of the paid course price will be issued when your withdrawal request is received prior to the listed start date of the course. If you wish to withdraw after the start date please contact the VSPN office 800-846-0028 ext. 792 to discuss eligibility for a pro-rated refund.

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.

Lisa Kernaghan, LVT, RVT, CVT, VTS (ECC)
VSPN CE Coordinator

VSPN CE Services: VSPNCE@vspn.org
800-846-0028 or 530-756-4881; ext. 792
or direct line to VIN/VSPN from the United Kingdom: 01 45 222 6154
or direct line to VIN/VSPN from Australia: 02 6145 2357