You’re on the front lines, so you always need to be prepared. Check out some of the lessons our client service managers, liaisons, and representatives have learned in their careers.
Search, filter and sort the hundreds of videos, lectures, blogs and articles so you can find exactly what you’re looking for.
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Cheryl Latta and Brittany Carey, on location at Pearl Animal Hospital, discuss their etiquette for answering the phone at the front desk, putting clients on hold, and adding the personal touch to their communications.
Views: 6,241 - Comments: 1
DoveLewis CSRs (Client Service Representatives) give their methods for keeping track of where clients are both physically (exam room vs lobby vs on the phone) and emotionally. Methods for communicating between the front desk and...
Views: 8,897 - Comments: 1
DoveLewis CSRs (Client Service Representatives) discuss the importance of reading body language and techniques for keeping clients comfortable and updated on their pet’s status. While this information is geared towards cli...
Views: 1,810 - Comments: 0
Did you know that On the Floor @Dove is constantly evolving to meet your veterinary training needs? In response to feedback and requests we received from our users, we've expanded our premium account features to include:...
Views: 5,188 - Comments: 3
1. Be better than the other candidates. Write a cover letter and make it specific to the practice you want to work at. Do your homework and talk about why you want to work there. 2. Tailor your resume to the job pos...
Views: 3,371 - Comments: 4
Financial Coordinator at DoveLewis, Amy O’Daly, discusses her job description, how it fits in to the flow of the hospital, and her tips for talking about money with clients. This video is helpful for anyone responsible for discuss...
Views: 2,458 - Comments: 8
If you’ve seen our Fractious Cat video, then you’ve met my oldest cat Max, who really has been fired from four vet offices in his fifteen years of life. This week Max was diagnosed with a brain tumor. Wh...
Views: 11,093 - Comments: 5
Often during pet loss support groups, clients mention how deeply they appreciated receiving a condolence card from their veterinary clinic after the loss of their pet. This thoughtful act validates that you care about the speci...
Views: 4,211 - Comments: 3
At DoveLewis we live and work in a 24-hour world where clients arrive at all hours, and they’re in a variety of mental and emotional states. This helps keep us on our toes but always dealing with the unknown of what could...
Views: 11,512 - Comments: 7
Many of the tasks we perform daily in veterinary medicine are systematic--we perform physical exams in the same sequence every time, we chart notes in a SOAP format, we generate diagnostic and therapeutic plans based on differenti...
Views: 3,464 - Comments: 10
Wait, come back! How do we turn a phone shopper into a client? The phone rings, it’s a pet owner who has never been to your practice before and they have questions. This is great news, filled with opportunity, potent...
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Due to popular demand, we have added a super-useful new feature:When a member watches any video, they can now take a short quiz at the end! Once they pass the quiz they have the option to forward their proof of completion to their...
Views: 4,436 - Comments: 16
As a 24-hour ER facility we have clients who call and come in worried, upset, nervous, pissed, and frantic. The emotions can run the gamut and sometimes bring a client to behave in an aggressive and confrontational manner. The...
Views: 2,558 - Comments: 2
Over the last month I’ve been entirely consumed by my year-old cat’s rapid progression down the FLUTD path of horrors. After four deobstructions and five hospitalizations, I agreed to have Dr. Magee (one of our surgeons) perform a...
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Discussing euthanasia with clients can be difficult and emotional. DoveLewis Client Service Representatives (our version of Receptionist) offer advice from their experiences in dealing with grieving clients.
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It’s a fact of life – not every client who walks though your doors will be agreeable with everything. DoveLewis Client Services Representatives (our version of Receptionist) give some tips on how to deal with unhappy clients and k...
Views: 2,653 - Comments: 2
My job consists of two main parts: auditing the charts of the patients currently in hospital and updating clients on their pet’s charges. Here is a short (really, who wants to listen to auditing detailsssszzzzzz...
Views: 14,020 - Comments: 8
Did you know that caring too much can hurt? When veterinary staff members are exposed to others pain, they can succumb to symptoms associated with the secondary traumatic stress disorder now labeled compassion fatigue. Compassion...
Views: 18,163 - Comments: 7
Triage is the act of organizing patients into levels of importance. The worst patients should be seen first, the more stable patients can ‘wait their turn’. By using information given to you by the owner and by using your knowledg...