75
Chapter 1/5
It's All About Attitude
Older Cats Phone Call Video
Older Cat Phone Call Quiz
Voice of the Practice
A Proper Phone Greeting Video
Reinforcement Check-in
Rules for Putting a Caller on Hold
Reinforcement Check-in: Placing on Hold
8 Tips for Taking a Non-Emergency Call with Words of Caution
Emergency Calls
Reinforcement Check-in: Emergency Call
Communicating with an Emergency Caller
Message Taking, Retrieving a Call From Hold, and Ending a Call
Reinforcement Check-in: Put It All Together
Chapter 2/5
YOU Make Magic Happen
Itchy Dog
Itchy dog True or False
Let's Talk Money
Get To Know Your Hospital Worksheet
Failing to Charge a Client Video
Failing to Charge a Client - Script
Reinforcement Check-in
Collect or Add Information on the New Client and Patient
New Client Example Script
Promote Your Doctors to New Clients Worksheet
A Word on Same-Day Appointments
Reinforcement Check-in
Different Types of Appointments
Scheduling Protocol Worksheet
Appointment Schedule is Full - Now What?
Fee Inquiry Scripts
Reinforcement Check-in
Surgical Visits, Drop-off Appointments, and Discharges
Reinforcement Check-in
Technician and Euthanasia Appointments
Chapter 3/5
The Details of Rechecks
Reinforcement Check-in
Reminder Calls
Client Call-Back Standard Examples
Real Life Scenarios
Recalls Enhance The Client Experience
Who is a Lost Client?
Reinforcement Check-in
Returned Mail
Reinforcement Check-in
Chapter 4/5
A Client Info Binder
Example Puppy Vaccine Schedule
Reinforcement Check-in
The Distemper Vaccine - There's More to It Than You Think
Reinforcement Check-in
We Love Us Some Rebates!
Know Thy Goods!
What Goes In What Folder?
The Anatomy of a Welcome Email
Reinforcement Check-in
Reinforcement Check-in: The Anatomy of a Welcome Email
That First In-Person Meet and Greet
Completing New Client/Patient Forms
Chapter 5/5
Asking for the Appointment
The Appointment Capture Tool
Appointment Capture Guide
Wellness Plan Example Script
Reinforcement Check-in: Fill in the blank
Quiz
Digital Workbook
Completed "Appointment Capture ad New Client Acquisition" Workbook
Download and Complete the "Appointment Capture ad New Client Acquisition" Proficiency Checklist
Completed "Appointment Capture ad New Client Acquisition" Checklist
Practical Assignment Instructions
Completed Appointment Capture and New Client Acquisition Practical Assignment Upload
