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Client satisfaction pays : quality service for practice success / Carin A. Smith.
LIBRA SF756.4 .C54 2009 1 v. + CD-ROM
Available from offsite location
- Format:
- Book
- Author/Creator:
- Smith, Carin A.
- Language:
- English
- Subjects (All):
- Veterinary medicine--Practice.
- Veterinary medicine.
- Veterinarian and client.
- Pet owners--Psychology.
- Pet owners.
- Interpersonal communication.
- Practice Management--organization & administration.
- Veterinary Medicine--organization & administration.
- Consumer Behavior.
- Medical Subjects:
- Practice Management--organization & administration.
- Veterinary Medicine--organization & administration.
- Consumer Behavior.
- Physical Description:
- xii, 226 pages : illustrations ; 26 cm + 1 CD-ROM (4 3/4 in.)
- Edition:
- Second edition.
- Place of Publication:
- Lakewood, Colo. : AAHA Press, [2009]
- System Details:
- System requirements for accompanying CD-ROM: Microsoft Word v 2003 or higher and Adobe Reader v 5.0 or higher.
- Summary:
- Accompanying CD-ROM contains ... "sample forms and team meeting guides."--CD-ROM label.
- Contents:
- Client satisfaction
- Take a walk in your client's shoes
- Client expectations
- What clients want to know
- "Veterinary clinic, please hold . . ."
- The waiting room dilemma
- A partnership with clients
- Client retention strategies
- Service recovery for loyal clients
- A shared vision
- Team satisfaction and teamwork
- Empowerment
- Continuing education; for the whole team
- Get others on board
- Quality is a moving target.
- Notes:
- Includes bibliographical references.
- Local Notes:
- Acquired for the Penn Libraries with assistance from the Clarence J. Marshall Memorial Library Fund.
- ISBN:
- 9781583261088
- 1583261087
- OCLC:
- 463675087
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