VSPN STAF110-0621: Front Desk Module 1-Exceptional Client Skills

The real time sessions for this course will be presented via Zoom webinar platform.

Presenter: Phyllis Webster, AA, CVPM

Course Open: June 9, 2021-July 10, 2021
Real Time Sessions (RTS): Wednesdays, June 16, 23 and 30, 2021; 9-10:30PM ET (USA)    World Clock Converter
Total CE Credit: 4.5
RACE Category: 4.5 hours Non-Medical

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Course Information:
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.

Learning Objectives: Upon completion of this course, the participant should be able to:
  • Outline the importance of creating an exceptional first impression, while establishing a long-time relationship with each client
  • Understand why it is important to make a positive first impression to the client
  • 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
  • Utilize responses and interactions from class lessons with clients in a variety of situations at the front desk
  • 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
Level and Prerequisites: This basic VSPN CE course is 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

RACE Accreditation: This program has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize RACE approval. (20-795411)

This course is approved by VHMA for CVPM credit. (VHMA program # 21-17)

Course Agenda:

Week 1 (Real Time Session June 16): First Impressions
In this session we will outline first impressions, establishing client relationships and understanding the importance of the front desk in forming client relationships.

Week 2 (Real Time Session June 23): Receptionists Duties
This week we will identify and explain basic receptionist duties. We will discuss how to improve telephone skills, how to schedule appointments, and go over admitting and discharging of patients. We will also discuss how to use excellent communication skills when interacting with clients, and why these skills are vital to all members of the veterinary hospital team.

Week 3 (Real Time Session June 30): Handling Clients and Client Retention
In this session we will utilize responses and interactions from previous class sessions in a variety of situations that may occur at the front desk. We will also discuss how to outline optimum healthcare with each client, to advocate on behalf of the patient, and to increase the client’s perception on value. We will also discuss the difficult topic of maintaining client loyalty while recognizing their 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. 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(s): There is no required textbook for this course.

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Tuition: $95 ($86 early bird special if enrolled by May 26, 2021)
Prices are listed in US dollars.

* Enroll in both modules by June 16, 2021 and receive a 15% discount off the original course price.
* Students currently enrolled in an AVMA accredited or CVMA 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 on June 16, 2021 at 5 pm ET (USA) or when the maximum number of participants is reached.

*For more information on how online CE works, see the Participant Resource Center.

To Enroll:
  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. For further assistance call 800-846-0028 ext.792 or email . Please include the course title, your full name, and contact information in your correspondence.

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 VIN 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:
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