Communicating with clients—often enjoyable, sometimes intimidating, always important. After all, according to professional development experts, career success results from 85% people skills and only 15% technical skills. Whether you’re a veterinary student, technician, assistant, or part of the front-office team, this book is sure to boost the other 85% of your effectiveness.
Covering 26 topics from A (appointments) to Z (zoonotic diseases), author Nan Boss, DVM, uses entertaining, real-world examples and scripts to teach your staff how to convey a positive attitude to clients, increase their understanding of how to care for their pets, and show empathy and lend support when needed. This second edition reflects recent changes in veterinary medicine, marketing strategies and communication principles. Motivating, well-organized and fine-tuned to taking the guesswork out of talking to clients.
About
the Author
Nan Boss, DVM,
is the author
of The Client Education Notebook: Customized Client Education Materials to
Use in Your Own Practice and How We Do Things Here. She
is active in several veterinary organizations and speaks for veterinary groups
on client-education topics, team training and development, conflict resolution,
medical recordkeeping, and wellness program development.
Softcover, with downloadable forms, AAHA Press
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