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Educating Your Clients from A to Z: What to Say and How to Say It, Second Edition
by Nan Boss, DVM
Empower your staff to expertly communicate with clients using this entertaining training tool.
Dimensions:
7 3/8" x 9 1/4"
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Communicating with clients—often enjoyable, sometimes intimidating, always important. After all, according to professional development experts, career success results from 85% people skills and only 15% technical skills. Whether you’re a veterinary student, technician, assistant, or part of the front-office team, this book is sure to boost the other 85% of your effectiveness.
Covering 26 topics from A (appointments) to Z (zoonotic diseases), author Nan Boss, DVM, uses entertaining, real-world examples and scripts to teach your staff how to convey a positive attitude to clients, increase their understanding of how to care for their pets, and show empathy and lend support when needed. This second edition reflects recent changes in veterinary medicine, marketing strategies and communication principles. Motivating, well-organized and fine-tuned to taking the guesswork out of talking to clients.  
Nan Boss, DVM, is the author of The Client Education Notebook: Customized Client Education Materials to Use in Your Own Practice and How We Do Things Here. She is active in several veterinary organizations and speaks for veterinary groups on client-education topics, team training and development, conflict resolution, medical recordkeeping, and wellness program development.
Introduction Veterinary Communication Basics Appointments Behavior and Training Cancer Dentistry Emergencies Fleas and Ticks and Other Things That Bite Grief Counseling and Euthanasia Heartworms Intestinal Parasites Joint Disease Kittens and Puppies Laboratory Testing Money Matters Nutrition and Nutraceuticals Over-the-Counter Sales Pharmacy Questioning Your Clients Risk Management Surgery and Anesthesia Telephone Skills Urinary Disorders Vaccinations Weight Control and Exercise for Pets X-Rays, Ultrasound, and Other High-Tech Procedures Yearly Exams and Senior Health-Care Recommendations Zoonotic Diseases Concluding Thoughts References Index
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