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Chapter 1/10
Empathy Vs. Sympathy
Listening & Acknowledging Emotions
Empathy in Action
Tips to Become a Better Listener for Your Clients
Reinforcement Check-in
Admitting Patients for Euthanasia
Empathy and Compassion Surrounding Euthanasia
Reinforcement Check-in
Chapter 2/10
Client Experience Introduction
Client Experience as a Competitive Advantage
Helping a Struggling Client
Reinforcement Check-in: Match Labels to Images
Curate a Calm and Clean Environment
Reinforcement Check-in: Label those Images
Hot Spots of "Client Experience" at Your Practice
Chapter 3/10
What's Communication You Ask...
What's This I Hear About Close-Ended Questions?
Open vs Close Ended Questions
Reinforcement Check-in
Avoid Leading Questions
Methods of Active and Reflective Listening
Check Your Judger at the Door
Reinforcement Check-in
General Inquiries
A Real Client Story
Reinforcement Check-in
Zoetis Communication Handbook
Chapter 4/10
Taking the Power Out of Conflict
Emotional Intelligence
What's My Part? Internal Versus External Factors
Reinforcement Check-in
The Benefits and Perks of Conflict
7 Constructive Responses- A Closer Look
Reinforcement Check-in
8 Destructive Responses- Deep Dive
Tips How to De-stress and Hot Buttons
Let's Build Our Conflict EQ
Case Study 1: Front vs. Back
Case Study 2: Irate Manager
Case Study 3: Toxic Workplace Culture
Going Forward
Reinforcement Check-in
Chapter 5/10
Body Language in Action!
Methods of Communication
Reinforcement Check-in
The Universal Language of the Eyes and Face!
All About the Mouth
Monitoring Our Body Language
Scenario
Reinforcement Check-in
Body Language that Sends a Positive Message
Chapter 6/10
Memorable Moments and Next Level Client Experience
Reinforcement Check-in
Client Experience is Everywhere
When to Say "No" & Keeping You and the Pet Safe
How Starbucks Does it
Recognize and Acknowledge
That Special Kind of Feeling
Moments that Matter are Memorable
Chapter 7/10
Empathy: It's a Validation Situation!
7 Benefits of Healthy Conflict
Reinforcement Check-in
What Is This Conflict Competence?
Words and Phrases to Avoid in Difficult Conversations
How Conflict Resilient Are You?
Your Score: How Conflict Resilient Are You?
What is Service Recovery?
10 Common Communication Mistakes
How to Restore a Client to a State of Satisfaction
How to Respond to Angry Clients Examples
3 Things to DO When a Client Catches You in a Mistake
5 Things NOT to Do When a Client Catches You in a Mistake
Reinforcement Check-in: Order the steps for resolving conflict.
Conflict Conversation Roadmap in 6 Steps
What's My Superpower?
Chapter 8/10
Busy Lives = Shorter Patience
Go Above And Beyond
Reinforcement Check-in
Drive Down That Wait Time
Managing Wait Times Tracking Sheet
Chapter 9/10
Some Basics of Legal Jargon
Reinforcement Check-in
Admitting a Patient & Forms
Sample Daycare/Boarding Admittance Form
Reinforcement Check-in
Admitting a Patient to the Hospital- Boarding & Surgical Consent Forms
Admitting Patients for Euthanasia
The Nitty-Gritty for New Clients and Patients
Reinforcement Check-in
The CSR's Role In Patient Triage
Chapter 10/10
Let's Learn How to Discharge a Patient.
Reinforcement Check-in: Discharge Appointment Steps
The Invoice
The 3 R's of Discharge
Reinforcement Check-in
Ensure Take Home Items Are Received
Reinforcement Check-in: Take-home Goodies
Quiz
Digital Workbook
Completed "Communication & The Client Experience" Workbook
Download and Complete the "Communication & The Client Experience" Proficiency Checklist
Completed "Communication & The Client Experience" Checklist
Practical Assignment Instructions
Completed Communication & The Client Experience Practical Assignment Upload
