Title: Demonstrate professional etiquette for client communications.
Course: Veterinary Science I (18105-I) > Section: Performing Office Functions

Demonstration should include

- explaining effective customer service, including managing client complaints through active listening, de-escalation strategies, and solution-focused responses
- using effective verbal and written communication skills, in accordance with accepted standards
- applying assessment skills needed to determine appropriate responses
- following professional communication etiquette, including tone, clarity, empathy, and professionalism across phone, email, and in-person interactions.

Process/Skill Questions:

- Why must a professional immediately identify the facility and oneself when making or receiving a phone call?
- What information should always be recorded when taking a phone message?
- Why must focus be maintained while you are talking with a client on the phone?
- What is the importance of reminder calls? Follow-up calls?
- Why is it important to respond to email messages promptly?
- What are some forms of client communication other than phone calls and emails?
- Why is it important to be clear and concise with oral and written communications?