Client Service

Hey everyone,

Thank you so much for working so hard.  We really appreciate it!  Thank you to all the newer people for learning so many new things so quickly and to everyone else who has helped with training and answering questions.  We have a great team of amazing people!

Please read the following carefully.  We have had some clients complain and some clients go elsewhere because of customer service over the phone.

*We need to fit in any medical…within reason.  For example- if we have one doctor here that is booked and we have a potential bloat on the phone then you would refer that client to emergency.  It needs to be explained to the client that we are referring you to emergency because we are concerned that your pet is going to need intensive care and potentially over night care and that is going to be the best place for your pet.  DO NOT SAY WE ARE TOO BUSY OR DO NOT SAY BECAUSE WE JUST HAVE NO TIME OR BECAUSE WE JUST HAVE ONE DOCTOR HERE…..THE CLIENT NEEDS TO UNDERSTAND THAT WE ARE REFERRING THEM GO ELSE WHERE BECAUSE IT IS IN THE BEST INTEREST OF THE PET!  But if we have a client on the phone that’s pet is showing sign of a uti then we do what we can to see that patient that day.  We had an existing client that called us because her pet had signs of a uti and she was told that we had an available appointment in 4 days…..they asked for their records and got in somewhere else that day.  So please do what you can to get a sick patient in to be seen the same day.

*Routines can wait.  If a client calls to get an appointment for vaccines then try to book the appointment out a week or two.  We do not need to “fit them in or squeeze them in”.  If the pet needs to get in for vaccines for boarding then obviously the appointment may need to be scheduled sooner than that.

*Phones should come first.  Try not to leave people on hold.  If you are in reception and a client walks in and the phone is ringing then wave to the client, acknowledge the client with a smile and finish your phone call first then help the client after that.  Thank the client for their patience.

*If we have a third receptionist who is working upstairs that day then that receptionist is in charge of answering the phone.  Obviously if she is on a call already then the other receptionists will need to help out with the phones.

*If you see a line on hold.  Pick it up and ask the client if they have been helped.  Do not just assume that they are being helped.  The sooner the client on the phone is helped, the better.

*Do not spend too much time on a call.  Obviously be pleasant and help the client with what they need but do not prolong the call any longer than necessary.

*Our clients come first.  We would not be here with out them.  We need to be polite, courteous and try what we can do to offer exceptional customer service.  Please be patient, be kind and make the clients feel important.

Thanks everyone!  Let me know if you have any questions, suggestions or ideas!