Phone Etiquette
We should do everything in our power to try to limit putting people on hold and if we do put them on hold- limiting their time. Because according to a survey, 60% of people will hang up if they are on hold for more than ______.
One minute
What are the core vaccines for puppies? Kittens?
Rabies, distemper, and L's.
Lepto (puppies), leukemia (kittens)
What is the number one disease from dogs to people?
What is this the classification of this type of disease called?
leptospirosis is zoonotic
If not being on HWP for _____, we need to retest in 6 months. Why?
4-5 months because that's how long it can take a worm to grow up so it'll have a fake first negative test.
Dysphagia vs quid
Difficult or trouble eating vs dropping food
Aim to answer to phone by _____ rings. Never sound _____, _____, _____. Smiling while answering can help.
3 rings. Never sound rushed, agitated or tired/sad so watch your tone and pitch. Fake it until you make it!!
T/F: The lyme vaccine will prevent lyme disease
False. HUGE MISCONCEPTION IN OWNERS: It is just complimentary to help with sickness. The #1 defense of tick disease is year long tick control
Itchiness/allergies
T/F Simparica is a repellency product
Name all that repel
Seresto collar, Advantix, Vectra3d and new FL that is coming soon
The itises
Colitis, cheilitis, pancreatitis, scleritis, Prostatitis, blepharitis, Hepatitis, pneumonititis
inflammation of the colon, lip, pancreas, eye whites, prostate, eyelids, liver, lung
You have a chatty Cathy on the phone but essentially the call is done. What are some ways to get off the phone to get back to helping your team?
I'm sorry I have another call to attend to but I've got everything written down. Feel free to email or call back if you need anything else
....I need to help a client but....
....The doctor is paging for assistance but....
....I'll look into it and follow up in just a bit.
What is the AVMA's recommended vaccine schedule for distemper? What are the other abbreviations of it?
Which of the timings are the most important?
FVRCP, DA2PP, DAPP, DAPPC.
8 (optional), 12, 16 weeks
What is the #1 condition diagnosed in pets?
Dental disease (80%) closely followed by obesity (60%)
What are pros and cons of edible f/t control?
What are pros and cons of topical?
What are pros and cons of collar?
edible: food allergies, sensitive stomach, no repellency, o need to remember monthly
topical: freq bather/swimmer, hairloss/rash at site, furniture, o need to remember monthly
collar: lose, needs to snug, has to be on
pinnal pedal reflex...what is it and what does it test for?
scratching ear makes the back leg on the same side scratch- 80% of scabies mites
What are some ways to avoid putting an owner on hold?
Check out the situation while you are on the phone with them which is preferred to read notes aloud so they can hear it again.
Push mute instead of hold
AVOID multiple holds during one call, it's about them not you.
When is the leptospirosis vaccine given to puppies? When is is boostered?
12 & 16 weeks, repeat yearly (just like leukemia in cats)
What is the #1 pain in pets?
Osteoarthritis
T/F: If a dog ingests a seresto collar they can be seriously ill from toxicity
T/F: If a dog ingests a whole pack of simparica they can be seriously ill from toxicity
False- seresto collars were tested for that- just need to worry about foreign body
False- pets fed 16x dose which gave mild GI distress
Papilloma
wart...think HPV papillo= nipple oma= growth
To speed up things:
I need my vaccines updated for traveling, can you send to me?
I need my vaccines for the groomer, can you send to them?
I need my records to go to insurance, can you send to me?
I need my records, can you send?
O is checking out but needs vax booster or recheck appt
O is making appt
Sure, they are on your last invoice, do you need me to resend that to you?
""
Sure, just email us the insurance contact info and we'll handle it all
Do you need vaccines? if so see above. If not and they moved/amicable terms- what is the name of the clinic and we'll handle everything. If it wasn't amicable- just have the new hospital contact us and we'll handle everything for you.
recheck: Pick same day of week, same time
day in mind? am vs pm? Give them first avail and later opening. If they are picky then ask around what time are you free?
What are the recommendations of the leukemia vaccine?
Why not give it to all?
All kittens because most owners aren't sure of their permanent lifestyle yet and they are more at risk of getting sick from the disease.
Booster at 1 year but then d/c if not an outdoor cat that sees other cats.
This is 2nd vaccine that gives tumor at site of injection.
% of owners actually do year round HWP
% of owners did f/t OR HWP
50% did 9 of 12 months of HWP
53% of owners did F/T or HWP religiously
What is the best product for outside cat?
revolution or advantage multi because 5 in 1 instead of FL or collar which is 2 in 1
Hock, stifle, cubital, antebrachium
ankle, knee, elbow, forearm