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VTHT1217 Ch 11 Terms

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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