1. Office Procedures

2. First impressions are made in the first 5 minutes
Ten Commandments of Human Relations:
Speak to people
Smile at people
Call people by name
Be friendly and helpful
Be cordial
Be genuinely interested in people
Be generous with praise and cautious with criticism
Be considerate with the feelings of others
Be eager to lend a helping hand
A good sense of humor, a huge dose of patience and a dash of humility
First impressions are made in the first 5 minutes

3. 90:10 rule 90% are good clients: 10% are challenges
Communication Barriers
Jargon
Close Mindedness
Fake Attention
Superiority complex
Jumping to conclusions
Information assumption
Lack of empathy
Body Language
90:10 rule 90% are good clients: 10% are challenges

4. Difficult Clients
Bully
Know-It-All
Demander
Cheapskate
Cynic
Active Listening Receive the message Process the message Respond to the message

5. Answering the telephone
Facial expressions
Answer promptly before 3 rings
Putting a person on hold
Avoid muffled voices
Answering the telephone
Identify the clinic name
Identify yourself
Offer assistance
Screening phone calls
Remember you area filter not a road block
Progress reports
Do not give false hopes to make the client feel better
Scheduling Appointments
Most general exams are scheduled every 15 minutes

6. Health Certificate: Good for 30 days http://www. aphis. usda
Health Certificate: Good for 30 days Rabies Certificate Euthanasia Consent Form Surgical Release/Treatment Form Coggins Certificate
Medical Records

7. Veterinary Ethics Personnel:
Veterinarian
Veterinary Technologist
Veterinary Technician
Veterinary Assistant
Office Manager
Receptionist/Front Office Personnel
Kennel Staff
Veterinary Technician Specialist
Veterinarian-Client-Patient Relationship (VCPR)
VCPR is a professional relationship between the veterinarian, the client, and the patient.
Veterinary Ethics

8. Professional Organizations
American Veterinary Medical Association (AVMA)
National Association of Veterinary Technicians in America (NAVTA)
American Animal Hospital Association (AAHA)
American Association for Laboratory Animal Science (AALAS)
Professional Organizations