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Telephone Courtesy And Client Service

Telephone Courtesy And Client Service

Telephone Courtesy And Client Service

Laura Conn, CVT, CVPM
Laura Conn, CVT, CVPM
on behalf of VetMedTeam

$107.79 $ 107.79 $ 107.79

$107.79 $ 107.79 $ 107.79

$ 107.79 107.79 107.79
107.79 $ 107.79 107.79 107.79
Normal Price: $107.79 $107.79


Launch date: 03 Sep 2015
Expiry Date:

Last updated: 19 May 2017

Reference: 160629

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This course is only available to trainees days after purchase. It would need to be repurchased by the trainee if not completed in the allotted time period. This course is no longer available. You will need to repurchase if you wish to take the course again.

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Excellent client service relies strongly on great telephone communication skills. A practice only a very short time to make a good impression on a potential client. Good telephone skills can make or break this potential interaction. If the telephone interaction is with an existing client, great skills can enhance the relationship, where as poor skills can damage the relationship, causing the practice to lose a client.

Telephone courtesy goes beyond the words we choose to use within the conversation. It includes the tone of our voice and the rate in which we speak. It is also about assessing the needs of the caller and responding in such a manner that the client complies with the recommendations we have provided.

This 2-week course will help identify the needs of the client, teach participants to actively listen, and mange any client objections or concerns that the client may have. As a result, participants will develop an understanding how every member of the team contributes to the financial success of the practice.


On completion of this course the learner will be able to:
1. Utilize the telephone in a professional manner to deliver excellent client service
2. Recognize proper telephone etiquette and techniques
3. Determine client needs and concerns through listening and asking appropriate question
4. Demonstrate appropriate communication during difficult and emotional situations over the telephone
5. Convey how the appropriate attitude over the phone can affect client relations
6. Recognize styles of communication and address areas in need of improvement
Laura Conn, CVT, CVPM

Author Information Play Video Bio

Laura Conn, CVT, CVPM
on behalf of VetMedTeam

Laura grew up in Cheyenne, WY and started her career in veterinary medicine in 1988. She began her journey as a volunteer in a small animal and wildlife practice. Over the next 25 years, she held every position in a veterinary clinic, including receptionist, technician, and practice manager.

Laura attended Bel-Rea Institute of Animal Technology and received her degree as a Certified Veterinary Technician. In 2012, after completing a practice management program through St. Petersburg University, she earned the designation as a Certified Veterinary Practice Manager. Laura is currently working as a technician/practice manager for a mobile veterinary clinic.

In 2012, Laura started the Veterinary Technician Association of Cheyenne to encourage local technicians to share their knowledge and obtain further continuing education hours. Laura is a member of the Colorado Association of Certified Technicians, Veterinary Hospital Managers Association, and the Veterinary Technician Association of Cheyenne. She is married and has three daughters. Laura and her family are entertained by the daily antics of their labs Charlie and Le Doux.

Current Accreditations

This course has been certified by or provided by the following Certified Organization/s:

  • AAVSB-Registry of Approved Continuing Education (RACE)
  • 0.25 Hours -
    Exam Attempts: 3
    Exam Pass Rate: 70

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