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VTHT1217 Ch 11 Terms
| Term | Definition |
|---|---|
| body language | posture, stance, and position that communicates messages to a listener |
| client communication | listening and understanding to client needs, then delivering the information needed to ensure complete understanding |
| client compliance | a key performance indicator monitoring the level of clients accepting recommendations made by the practice team |
| client grievances | client complaints |
| client retention | a key performance indicator determining the number of clients that are retained in a practice between two set dates |
| client survey | a survey asking clients of their thoughts and opinions of the services received in a practice |
| estimates | a printed idea of the cost of services and products that a client will incur while their pet is treated |
| informational brochure | a marketing piece of material informing existing and potential clients of the services offered by the practice. |
| recalls | the process of making phone calls to follow up with clients regarding procedres that were performed in the practice |
| reminders | the generation of cards or letters reminding clients that their pet is due for a procedure |
| verbal image | the professional image that a person portrays while educating clients. knowledge of the procedure, clarity of the communication and correct pronunciation contribute to verbal image. |
Created by:
kcrabtree507
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