The Veterinary Receptionist: Essential Skills for Client Care

As the first person that many people encounter in their contact with the veterinary practice, the veterinary receptionist has an important part to play in inspiring confidence in clients. This new book is a unique guide specifically for the veterinary receptionist, providing practical, easily accessible information on how to fulfill this role professionally and efficiently. It advocates an understanding of the role of the receptionist as integral to the practice and supplies the basic information that every veterinary receptionist needs to function effectively, including: guidelines on drug dispensing, commonly asked questions, emergencies (e.g. poisoning, RTAs), and basic first aid.

John Corsan runs Vetlink, a company specialising in continuing educationcourses for the veterinary profession. One of the courses he runs is 'Receptionist 2000'.

* The first UK book specifically written for the veterinary receptionist, providing quick access to the information most requested by clients
* Provides practical guidelines to improve professional practice - learn how to become more effective in your role as the 'face of the practice'
* Learn how to deflect and deal with complaints from angry clients, as well as coping with the distress caused by a pet's illness

Given the practice reception team are the first and last people our clients interact with, it’s amazing that, often, precious few resources are spent on their training. So I was delighted to find a book aimed directly at this group of unsung heroes. Throughout, the emphasis is maintained on delivering outstanding client service. I would advise anyone with an interest in the development/survival of their business to include this book in their library. In fact, make it compulsory reading for all client-facing staff and managers.

Veterinary Record, February 2009