When you answer calls at a veterinary hospital, you’re an appointment scheduler, pharmacy clerk, 911 operator, and price adviser. You need to be prepared to handle a variety of calls in an efficient, professional manner. Building rapport and trust with callers—whether new or existing clients—is a core communication skill that affects the outcome of conversations (and your hospital’s revenue). Packed with tips and techniques, this course will teach you how to:
- Knock callers’ socks off with an engaging greeting
- Use callers’ and pets’ names in conversations to build trust
- Be inquisitive, asking questions to tailor the information you’ll provide (don’t go into spiel mode)
- Show emotions from empathy to excitement
- Share your personality (don’t be a robot)
- Intentionally listen to the caller’s questions before providing answers
- Connect calls with purpose
- Ask for the appointment with yes-or-yes choices (or you don’t get it)
- Provide short, straight-forward answers (and have efficient call time)
- Summarize the conversation and close with a thank-you
BONUS: Facilitator's guide to help your team set goals from the training
Watch a preview of this course in my short video: 3 Ways to Engage Callers
This CE course for your entire team includes:
- Unlimited playback of recorded webinar
- Handout
- Online test
- CE certificate
- 1 hour of CE credit
BONUS: Facilitator's guide to help your team set goals from the training
For delivery details, see our Terms and Conditions.
