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Chapter 1/11
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
Reinforcement Check-in: Flip the cards. Is this question one that a CSR should be able to answer?
Chapter 2/11
What's Communication You Ask...
Reinforcement Check-in
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
General Inquiries
A Real Client Story
Reinforcement Check-in
Zoetis Communication Handbook
Chapter 3/11
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
Body Language that Sends a Positive Message
Reinforcement Check-in
Chapter 4/11
Empathy Vs. Sympathy
Reinforcement Check-in
Listening & Acknowledging Emotions
Reinforcement Check-in
Empathy in Action
What is Empathy and How Can I Cultivate It?
Tips to Become a Better Listener for Your Clients
Reinforcement Check-in
Admitting Patients for Euthanasia
Empathy and Compassion Surrounding Euthanasia
Sample Client Euthanasia Handout
Chapter 5/11
Empathy: It's a Validation Situation!
7 Benefits of Healthy Conflict
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
Sample How to Respond to Angry Clients Procedure
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?
Dealing with Difficult Clients Exercise
Chapter 6/11
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
Reinforcement Check-in
7 Constructive Responses- A Closer Look
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
Chapter 7/11
Busy Lives = Shorter Patience
But You Are an Emergency Hospital!
How Many Patients Vs. How Many Minutes
Go Above And Beyond
Reinforcement Check-in
Drive Down That Wait Time
Emergency Data & How You Can Help
Chapter 8/11
Some Basic Legalese
Reinforcement Check-in
Admitting a Patient & Forms
Reinforcement Check-in
Surgical, Procedural & Hospitalization Consent
Euthanasia and Cremation Consent Form
The Nitty-Gritty for New Clients and Patients
Chapter 9/11
Let's Learn How to Discharge a Patient.
Reinforcement Check-in: Discharge Appointment Steps
The Invoice
Reinforcement Check-in
The 3 R's of Discharge
Ensure Take Home Items Are Received
Reinforcement Check-in
Chapter 10/11
Why Does the Client Experience Matter to Referring DVMs?
That Special Kind of Feeling
Moments that Matter are Memorable
Real Life Story from a VRCE Grad!
Client Retention for the Specialty and ER Clinic
Making the rDVM Look Good
Communication is Key
Reinforcement Check-in
Chapter 11/11
The Lobby is in a Constant State of Chaos
The Importance of the Specialty and Emergency CSR
Sample Specialty Appointment Information Form
Alerting Departments & the CSRs Role in Patient Triage
Triage Tree & Client Interactions During Triage
Reinforcement Check-in: Match the Scenario with the Response
Quiz
Digital Workbook
Completed "Communication and 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
