This session is open to ALL veterinary staff.
Front office and client service representatives have a critical role in gaining and retaining clients for veterinary practices. They are often the face of the practice as they are the first and last interaction with clients. Join us for this sessions designed to provide you with essential phone skills and techniques for the front line.
Discussion Topics & Take Away Points:
- Managing high call volumes
- How to turn phone shoppers into clients
- Handling emergencies
- Words that work for GREAT customer service
- Confidence with difficult calls
Approved for 1.5 CE hours by the Arizona Academy of Veterinary Practice.
Jo 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) and 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. Joanne believes in community involvement and is actively involved in a number of local, regional and national business and veterinary management groups and organizations including the Veterinary Hospital Manager’s Association (VHMA). In 2015 she was nominated as an Emerging Leader for the VHMA, which gives her the opportunity to find ways to connect with, support and develop future leaders in veterinary practice management. She is dedicated to developing ways to improve and grow the profession, through education and outreach. It is Joanne’s belief that the veterinary management profession is a challenging yet rewarding opportunity, and it is her hope that she can continue to help future veterinary managers and veterinary team members develop and sustain a vibrant and successful career.
Cancellation Policy: Cancellations before 7-10-17 will receive refunds in full. No-shows or cancellations received after 7-10-17 will be charged the full amount.