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Review
Given the practice reception team are the first and last people our clients interact with, it's amazing that, often, precious few resources are spent on their training. So I was delighted to find a book aimed directly at this group of unsung heroes. Throughout, the emphasis is maintained on delivering outstanding client service. I would advise anyone with an interest in the development/survival of their business to include this book in their library. In fact, make it compulsory reading for all client-facing staff and managers.
Veterinary Record, February 2009
Veterinary Record, February 2009
Product Description
As the first person that many people encounter in their contact with the veterinary practice, the veterinary receptionist has an important part to play in inspiring confidence in clients. The new edition of this popular book remains a unique guide specifically for the veterinary receptionist, providing practical, easily accessible information on how to fulfill this role professionally and efficiently. It advocates an understanding of the role of the receptionist as integral to the practice and supplies the basic information that every veterinary receptionist needs to function effectively. The new edition includes fully updated information on client service and dispensing as well as first aid along with 2 new chapters. The start of each chapter now has a summary outcome identifying specific objectives. The authors have included more scenario cases so the readers can identify more closely with the text.
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4 of 4 people found the following review helpful
Good information, but redundant.
22 Jan 2009
Format:Paperback
I purchased this book to assist in staff training. I have found it to contain useful information. However, after the first chapter, it tends to repeat itself without introducing much new helpful information. There are lots of checklists for staff self-evaluations that, when scored, do not include information on improving their weak areas. Also, as this book was written for the UK, I have found the language to be interesting, but a slight drawback. There is quite a bit of UK slang (such as tatty, taken out of a skip, put a tick in the appropriate column, etc.). And there was an interesting, but not so useful for the US, chapter on British Telecom.
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