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When your team answers the telephone or responds to questions posed by clients, do they provide a consistent response or maybe two completely different answers? Do they all answer the telephone in the same manner, saying the same thing? We strongly suggest that you develop scripts for some of the more common client communication scenarios and questions that your employees need to respond to. How do you want your receptionist to respond to the question, “Can you explain heartworm disease to me?” or “Why does my dog need an exam every year?” You have standards of medicine and surgery in your practice —do you have standards of customer service? A good way to initiate standards of customer service is to develop communication scripts for your team members. We have 16 scripts, including exam costs, dental cleaning, spay and neuter questions, payment concerns, and presurgical bloodwork.

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