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9780702029288

The Veterinary Receptionist: Essential Skills for Client Care

by
  • ISBN13:

    9780702029288

  • ISBN10:

    0702029289

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2008-05-01
  • Publisher: BUTTERWORTH HEINEMANN

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Summary

The Veterinary Receptionist addresses the needs of all veterinary staff whose responsibilities include reception duties. It provides a comprehensive guide to the unique, essential, and practical information needed to fulfil the role professionally and efficiently whilst inspiring confidence in clients.

Table of Contents

Forewordp. vii
The Perfect Receptionistp. ix
Client Service Definedp. 1
Make Your First Impressions Countp. 26
Focus on Your Clientp. 32
Making the Client Feel 'Special'p. 42
Telephone Skillsp. 58
Professional Under Pressurep. 70
Profit From Complaintsp. 98
Client Service Solutionsp. 119
Fundamentals of First Aidp. 136
Labelling and Dispensingp. 144
Action Planp. 156
Indexp. 157
Table of Contents provided by Ingram. All Rights Reserved.

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