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VHCTAz Creating the Ultimate Client Experience Series
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VHCTAz Creating the Ultimate Client Experience Series

 Export to Your Calendar 11/2/2017 to 5/24/2018
When: Nov 2, Jan 18, Mar 8 & May 24
From 5:00 pm until 9:00 pm
Where: Map this event »
AZ Pet Vet Training Center
13834 N 51st Ave
Glendale, Arizona  85306
United States
Contact: Mittie Williams
602-242-7936


Online registration is available until: 11/2/2017
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Session Details

As the first point of contact with clients, front office staff play a vital role as members of the practice team. Their interaction with clients often determines if practices maintain and increase their client base. Front office staff can build lasting relationships through providing exceptional customer service. Make it count by creating the ultimate client experience!

 

Finances

Communications

Working with a Team

Career Paths

 Thur, Nov 8 Thur, Jan 18 Thur, Mar 8 Thur, May 24 
  • Explaining Finances with Confidence

  • Increasing Client Compliance

  • Communicating Treatment Plans

  • Presenting Payment Options

  • Understanding the Value Proposition 

  • Navigating Difficult
    Conversations
  • Perfecting Your Listening Skills
  • Managing Conflict
  • Developing Self-Awareness
  • Giving Effective Feedback

  • The Role of Social & Emotional Intelligence
  • Responding to a Difficult Co-Worker
  • Resolving Conflict Successfully
  • Improving Relationships 

  • Growing: You’re a Supervisor, Now What?
  • Understanding Essential HR Skills for Supervisors or Team Leads
  • Leading People; Leading Change
  • Setting Yourself Up For Success

Complete all 4 sessions to be awarded a magnetic VHCTAz name badge.

 

 

Approved for 3.5 CE hours per session or 14 CE hours for the entire series by the Arizona Academy of Veterinary Practice (for technicians).

 

 

Presenter

Joanne Graham, CVPM, SHRM-CP

Joanne Graham is a Certified Veterinary Practice Manager (CVPM) and is a certified Human Resources professional (SHRM-CP). She has worked in a variety of veterinary medical settings including Veterinary Emergency, Companion Animal General Practice and Large Animal Surgical Referral and General Practice. Joanne is also a Certified Coach with the Institute of Social + Emotional Intelligence (ISEI) and is a Certified Compassion Fatigue Professional (CCFP). She believes in creating positive work culture by acknowledging individual strengths, and coaching managers and teams to help them remain supportive, self-aware and collaborative in the ever-changing word of veterinary medicine.  

 

Cancellation Policy: 

Cancellations received ten business days prior to session will receive refunds in full. No-shows or cancellations received less than ten business days prior to session will be charged the full amount.

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