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VOP Lecture 6
Interacting with Clients
| Question | Answer |
|---|---|
| being prepared on the telephone | have pens, pencils, erasers, memo pad for taking notes, telephone message pad, UTD frequently used numbers, spot for telephone messages |
| telephone personality | answer on 1st or 2nd ring, give your name and name of clinic, speak pleasantly, be courteous, explain interruptions, use telephone properly, conclude courteously |
| making appointments over the phone | close in on a time (prefer AM or PM, when would they like to come in), try to accommodate client demands |
| taking messages | jot down date/time of caller, name of caller, return number, message, your initials; write all instructions clearly, read back word for word, certain time frames |
| coordinating calls | call director, stations, call board, multiple calls, handle common calls |
| outgoing calls include | times, booster appts, confirm appts, advising clients, follow-ups, results |
| collection calls | not pleasant, be careful to not harrass, always be polite, start w/ other inquiries, GOAL is to get payment without losing or offending client |
| off-hours phone coverage includes | professional answer service, answer machine |
| wave scheduling | total number of patients to be seen in one segment is scheduled at the same time (avg. 15 mins per appt, schedule 4 apts for one hour), helps adjust deviations, usually stays within the hour |
| flow scheduling | patients are scheduled for 15 minute intervals, provisions for longer, best control, less waiting time for clients, impossible to catch up |
| fixed office hours | clients show up when they wish, upon arrival register or sign in, first come first serve, no real control, poor use of resources |
| the appointment book for client information | client's name and phone number, pet's breed and name, brief notation of the reason for visit |
| block time off for | holidays, vacation, personal appt, Sundays, lunch breaks, surgery, days off, evenings |
| first impressions | clean, neat, odor-free as possible, tidy up btwn appts, air out |
| how to handle euthanasia | be compassionate, tactful, peaceful, professional |
| client worries of euthanasia | using the pet for experimentation/selling the body, being present during euthanasia, where euthanasia will take place, disposition of the remains |
| emotions that take place during grief | shock, denial, anger, sorrow, depression, guilt |
| how do YOU deal with grief? | take time, talk to family or friend, talk to others who have lost pets, take care of yourself, remembering what the pet meant, get another pet when ready |
Created by:
mkroon26
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