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AAHA’s Complete Guide for the Veterinary Client Service Representative

by Jill Renfrew, MBA, CVPM, ACC

Take the hassle out of training and equip your client service representatives with the knowledge and skills necessary to best represent your practice with this one-of-a-kind guide. Includes a downloadable, modifiable version to customize for your best practices.

$74.95 Member
$89.95 Nonmember

Product Code:
Publication Year:
7" x 10"
AAHA Press

You work hard to get clients in your door. Make sure to keep them coming back with excellent front-office customer service. This new book goes beyond offering task-based duties for client service representatives (CSRs)—it provides “the big picture” and explains the “why” behind the “how” on the following topics and more:

  • Client service
  • Telephone utilization
  • Scheduling appointments
  • The check-in and check-out process
  • Financial information for the CSR
  • Medical records
  • Marketing and social media
  • Veterinary terminology and abbreviations

Each chapter is followed by best-practices standard operating procedures, and the book includes instructions and keys to help managers customize it to take the hassle out of training, with all chapters and SOPs fully modifiable on the accompanying companion website.

Equip your CSRs with the knowledge and skills necessary to best represent your practice to new, existing, and potential clients with this new, one-of-a-kind guide.

Already have the book? Access the companion website now
Jill Renfrew, MBA, CVPM, ACC, is a certified veterinary practice manager, associate certified coach, and consultant with more than 22 years of experience in real-time and strategic veterinary management. She combines her knowledge—gained through years of service to the profession as a practice manager, hospital administrator, and AAHA practice consultant—with the insight and understanding of a professional coach to help practices succeed. She is hospital administrator of Northeast Veterinary Referral Hospital and principal in Closing the Gap Consulting.


1. So You Are New Here!
2. Information Every Team Member Should Know
3. How Would You Define Client Service?
4. Using the Telephone
5. Scheduling an Appointment
6. The Appointment Process
7. Marketing Our Practice
8. Financial Information for the CSR
9. Medical Records
10. Safety for the CSR
11. The More Advanced CSR
12. AAHA Client Service Protocols
Appendix A: Common Veterinary Abbreviations
Appendix B: Manager's Appendix
Suggested Resources