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JumpStart Bootcamp, Lancaster
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This full-day workshop is designed to equip front-line staff with the skills and tools required to keep clients happy and engaged, as well as more committed to their pet’s health. It’s open to every member of your practice team, from reception staff to veterinarians. The goal is to help staff be more confident and comfortable when communicating with clients, keeping the patient’s needs in mind.

When: Friday, September 13, 2019
8:00 am - 3:00 pm
Where: DoubleTree Resort by Hilton Hotel Lancaster
2400 Willow Street Pike
Lancaster, Pennsylvania  17602
United States
Contact: PVMA

Online registration is closed.
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You’ll be led through step-by-step processes, including:

Importance of Communication (Verbal and Nonverbal) With Clients:

  • How your staff members communicate - everything speaks to the client!
  • Key challenges faced in a veterinary practice

Mastering the Phone:

  • Establishing phone protocols and making a great first impression every time
  • Turning information calls (i.e. phone shoppers) into appointments

Gaining Commitment from Clients and Articulating Value:

  • Communicating value to clients in a language they care about
  • Overcoming client objections and initiating discussions

Filling the Appointment Book:

  • Evaluating current messaging strategies clinics are using
  • Exploring other strategies to book appointments using proven communication methods

Client Service Communication:

  • Forbidden phrases when servicing clients – what to say instead
  • How to effectively handle disgruntled clients and turn them into raving fans

Creating the Ultimate Client Experience:

  • What clients want and what you can do about it
  • Being more self-aware – realize how you come across to clients
  • Measuring your clients’ experience How to make a difference