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Understanding Client Needs
Attitude Is Your Key To Success
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ABC Animal Hospital ADDRESSING THE CALLER aggressive answer appointment assertive client big client problem call you back calling party Cindy client perception client wants CLOSED QUESTION BEGINS co-worker courteous service DELIVERING BAD EFFECTIVE LISTENING example expect a fast F CLIENTS fast response feel follow-up call Friday hear Helen important improvement inflection Jamie Jane Jones listen closely manage the conversation MANAGING CALLER BEHAVIOR MANAGING OBJECTIONS MEDICAL Mike morning negative negotiation NINE O'CLOCK Nouoafao offer OKAY OPEN QUESTION BEGINS ovariohysterectomy Perception Rating personal action plan Pet-Owner positive attitude practice PRICES professional PROPER TELEPHONE TECHNIQUES quality client service receptionist RECOGNIZING & MANAGING request Rogert Rosie Section service provider SERVICE SKILLS service you provide Sims situation skill areas sorry but Dr SORRY IT TOOK speak STATEMENTS TO AVOID steps supervisor talk telephone contact telephone statements THANKS FOR CALLING thing understand wait YORK VETERINARY CLINIC