In This Course:

Providing an expectational client experience doesn't have to be scary. In fact, it should be an experience the team enjoys and takes pride in. And providing a spooktacular client experience does not just fall on the CSR team; it is a team sport that all roles contribute to. While the CSR team is the 1st and last impression for clients and serves a large role in ensuring client happiness, the framework must be in place so that the entire team can deliver an exceptional experience every time the client interacts with the practice.

  • Define and describe contributors of a Frictionless Client Experience

  • Identify the framework needed for the team to deliver consistent client experiences

  • Define client perceptions and the reality of such perceptions

  • Managing client complaints

Course curriculum

    1. Offering a Spooktacular Client Experience

    2. Quiz: Offering a Spooktacular Client Experience (Required for CE)

About this course

  • Free
  • 2 lessons
  • 1 hour of video content

Instructor

CVPM RVT, SPHR Heather Prendergast

Heather has spent over 30 years in the veterinary industry, with 20 years in small animal practice. She has taught for several years for both veterinary technology and assistance programs and has authored the book “Practice Management for the Veterinary Team”, with the 4 edition to be released summer of 2023. Heather has also authored the book “Review Questions and Answers for Veterinary Technicians” that are preparing to sit for the VTNE, now in its 6 edition. Heather is well known and lectures nationally and internationally and has authored several articles with the goal of developing leadership and culture in practices while employing appropriate team leveraging to increase efficiency and enhance the ‘flow of services’ in the veterinary practice. When she is not lecturing, writing, or consulting, she instructs the Practice Management courses with Appalachian State University, volunteers for industry groups, and serves as President-Elect with the Viticus Group (formally known as WVC) Board of Directors, as Secretary with the Pet Nutrition Alliance, and as a Board Director with NAVTA.