BEST DEAL! Upskill your team with 100+ courses and 12-month access. From phone to exam communication skills, your staff will become confident communicators who get more clients to say YES. BONUS: 3 live 2-hour events in 2024 with replay.
Enjoy innovative online courses with videos, step-by-step guides, scripts, and productivity tips. As a bonus, you get 3 livestream events with playback on Phone Skills Mastery, Scheduling Mastery, and Exam Communication Mastery. New courses on today's trends will be automatically added to your ALL ACCESS PASS!
ENROLL NOWCourses designed for client service representatives, technicians, assistants, managers, and veterinarians.
All Courses, Productivity Skills, Scheduling, Practice Management, Phone Skills, Client Service
Learn how to organize your schedule for efficiency, prevent no-shows, guidelines for doctor and technician appointments, and best practices for online scheduling tools. Includes cancellation/no-show/late policy. 2 CE hours.
All Courses, Phone Skills
Learn to engage callers, manage call time, and what to say when callers challenge you. Packed with scripts, get must-have skills for CSRs and cross-trained staff. 2 CE hours.
All Courses, Practice Management
How do you help a CVT become a CVPM or team leader? Discover resources for veterinary management training, networking, organizations, and mentorship. Doctors and managers share their experiences of promoting staff from within. 1 hour CE credit.
All Courses, Productivity Skills, Scheduling, Practice Management
When clients run your schedule, you get CHAOS! Learn 3 appointment types to pre-block in doctors’ schedules, organize appointments for efficient workflow, manage late-arriving clients, and lead scheduling calls. This course is 1 hour of CE credit.
All Courses, Difficult Clients, Communication Skills
How to respond when clients turn into bullies and verbally abuse staff, arrive late for appointments, demand appointments when your schedule is full, and argue over drug-monitoring tests. This course is 1 hour of CE credit.
All Courses, Productivity Skills, Practice Management
A study found 35% of veterinarians and technicians will quit in the next 3 to 5 years, along with 27% of client service representatives. Get 10 efficiency tips you can implement now. (1 hour CE credit)
All Courses, Communication Skills, Financial Conversations, Practice Management
Provide clear, confident answers about your hospital’s fees. Learn how to present treatment plans, turn phone shoppers into new clients, explain the cost of drugs, and create value when accepting payments. (1 hour CE credit)
All Courses, Productivity Skills, Practice Management
Learn to upskill employees with job tiers for client service representatives, veterinary assistants, and technicians. Find out what to pay as employees advance. Includes 30+ downloads of skill checklists and tests. (1 hour CE credit)
All Courses, Productivity Skills, Scheduling
Find out how to create a pre-admission process, what confirmations should say, set admission and discharge appointments, and use a point system to budget the number of procedures. This course is 1 hour of CE credit.
All Courses, Difficult Clients
You need conflict-resolution strategies to save your sanity and rescue client relationships. Learn how to manage explosive clients, keep your cool, actively listen, control the discussion, and present solutions. This course is 1 hour of CE credit.
All Courses, Phone Skills, Client Service
Learn to manage multiple lines and techniques to place callers on hold. Identify which calls you can shift to texts, emails, and online or app tools. Get new ways to answer phones, including remote answering and setting up a phone center.
All Courses, Productivity Skills, Communication Skills, Scheduling, Phone Skills, Client Service
Clients who have excellent experiences spend 140% more. Learn 10 tips from what to say when clients can’t get an appointment right away to the #1 question to ask to keep exams on time.
All Courses, Productivity Skills, Practice Management, Client Service
Curbside care challenges created overworked veterinary teams and quick-tempered clients. Get scripts and confirmations so clients know what to do upon arrival. Discover timesavers with online history forms, digital consents, app checkout, and more.
All Courses, Financial Conversations, Practice Management
Front-desk checkout takes 7 to 10 minutes. Discover how to shorten the process. Learn how to present invoices, collect deposits for surgeries and emergencies, implement exam room checkout, and use digital payments. This course is 1 hour of CE credit.
All Courses, Phone Skills, Client Service
Get 20 phone scripts your team will use daily. Learn the right words to use for greetings, placing callers on hold, leading scheduling calls, connecting calls to the medical team, and engaging callers.
All Courses, Communication Skills, Financial Conversations, Practice Management
Costs are rising everywhere, from gas to groceries. Learn how to review and raise prices regularly. Get markup benchmarks to stay competitive. Get scripts of what staff should say to explain price increases. (1 hour CE credit)
All Courses, Productivity Skills, Practice Management
Learn how to set up refill reminders, create a refill process, use instant rebates to beat outside pharmacies, and speed payment through apps and stored credit cards. Shrink outside prescription approvals. This course is 1 hour of CE credit.
All Courses, Productivity Skills, Communication Skills, Scheduling, Practice Management
Get advice from managers who discovered game-changing technology that improves efficiency and employees can’t do without. Learn shortcuts to text clients, faster ways to update records, and speed up your refill process. This course is 1 hour of CE.
All Courses, Productivity Skills, Scheduling, Practice Management, Phone Skills, Client Service
Best scheduling course EVER! Learn when to send reminders and confirmations and what they should say. Get guidelines for doctor and tech appointments. Organize appointments for efficient flow. Use a point system to book procedures. (1 hour CE credit)
All Courses, Phone Skills
Learn how to be the boss of scheduling calls for shorter call times, triage calls for urgent care and emergencies, handle clients who demand same-day appointments, and quote prices over the phone. This course is 1 hour of CE credit.
All Courses, Dentistry
Fix bad habits of NOT offering financing, ignoring fear of anesthesia, waiting for clients to book procedures, shocking clients with surprise extractions, and making it "all about the money."
All Courses, Productivity Skills, Scheduling, Phone Skills, Client Service
Learn how to 1) Let callers hear your smile, 2) Manage multiple callers, 3) Lead scheduling conversations for concise calls, 4) Show enthusiasm and empathy over the phone and in person, 5) Embrace technology, and 6) Show value for fees.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
Learn how to explain diagnoses, use body language and teaching tools, get scripts to talk about fees, ask for signed consents, and ways to respond when clients can’t afford care.
All Courses, Productivity Skills, Communication Skills, Practice Management
Uncover more than 15 ways to use texting to boost your revenue and delight clients, including prompting refills, confirming appointments, sharing surgical patient photos, dosing reminders, and texting callbacks.
All Courses, Productivity Skills, Scheduling, Practice Management, Client Service
Overwhelmed with new clients? Get scheduling solutions to fit new clients into an overloaded schedule. Use digital timesavers for new client registration and patient histories. Set 5-star first impressions that lead to client retention.
All Courses, Communication Skills, Financial Conversations, Dentistry
Help clients “see” dental problems with persuasive teaching tools. Learn how to alleviate fear of anesthesia. Get scripts to ask clients to book treatment now and overcome price concerns.
All Courses, Productivity Skills, Difficult Clients, Financial Conversations, Practice Management, Client Service
Find out the #1 pharmacy operation mistake that costs you thousands and how to fix it. Drive sales with in-clinic sales, curbside pickup, and online pharmacy. Get templates for text, app, and email messages to promote refills and auto shipments.
All Courses, Difficult Clients
Your team strives for mutually respectful client relationships but sometimes pet owners are RIDICULOUS! Learn how to be a problem-solver in 6 demanding client situations.
All Courses, Productivity Skills, Scheduling, Client Service
All Courses, Productivity Skills, Practice Management, Phone Skills, Client Service
Help CSRs work smarter with better ways to manage texts/emails/voicemails, daily checklists, calendar tools for administrative tasks, and productivity shortcuts.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
Even the sweetest, nicest clients have gone COVID crazy. You’ve seen more shocking client behavior than ever. Get conflict-resolution solutions for 10 stressful situations.
All Courses, Dentistry
All Courses, Productivity Skills, Financial Conversations, Practice Management
Get strategies to keep prescription sales in your practice. Cut the volume of calls with text, email, and app refill reminders (includes templates). Set up auto refills to lockdown future sales.
All Courses, Productivity Skills, Scheduling, Practice Management
Learn how to set client expectations for curbside care. Save time with text confirmations, online forms, contactless payment, and defined roles so your team is not constantly running around.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
While everyone has an occasional bad day, some clients behave badly every time they visit your hospital. Learn to manage: The no-show client, The explosive client, The undecided client, The time-sucking client, The know-it-all (1 hour CE credit).
All Courses
Learn what Internet pharmacies do well and how to copy their marketing. Say this when clients demand a price-match. Use text, email, and app reminders to prompt refills (cut the volume of calls). Lead clients to refill preventatives during exams.
All Courses, Productivity Skills, Practice Management, Phone Skills, Client Service
All Courses, Communication Skills, Phone Skills, Client Service
Learn how to coach millennials in soft skills. Discover what they want from an employer and continuous learning you can provide. Includes a job description for a client care coordinator with millennial-focused duties.
All Courses
Leverage technicians and assistants to work at the top of their licenses and skillsets. Get nurse appointment guidelines and find out how to charge for technician appointments.
All Courses
While you’re searching for a veterinarian, let’s fix your temporary doctor shortage with strategically scheduled exams. You’ll see more patients per hour and stop the endless fatigue.
All Courses, Productivity Skills, Scheduling, Practice Management, Client Service
Stop the morning chaos. Learn how to schedule admission and discharge appointments, prioritize check-ins, get paperwork done ahead, and send confirmations that set expectations.
All Courses, Phone Skills
Building rapport and trust with callers is a core communication skill. Learn how to use caller and pet names, be inquisitive, share your personality, and provide straight-forward answers.
All Courses, Productivity Skills, Difficult Clients, Communication Skills, Financial Conversations, Client Service, Dentistry
If you’re tired of negotiating with clients over professional services and products, change your approach. Guide clients' decisions with the two-yes-options technique.
All Courses, Productivity Skills, Scheduling, Practice Management, Client Service
Get insider advice from dentists. Find out what to tell clients to lead them to forward book, prevent no-shows with serial confirmations, and tips to organize your future schedule.
All Courses, Communication Skills, Scheduling, Practice Management
Learn how to educate pet owners about the importance of regular checkups, increase cat visits, and remind for preventive exams with emails, texts, and calls.
All Courses, Productivity Skills, Communication Skills, Scheduling, Phone Skills, Client Service
You need to promptly and professionally respond when pet owners call with sick or injured pets. Get questions to ask to identify emergencies and how to accommodate same-day exams.
All Courses, Difficult Clients, Phone Skills
Learn how to resolve issues when a caller demands to talk with the doctor, has a sick pet but your schedule is full, overshares info when scheduling, and needs a refill immediately.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Dentistry
Veterinarians often blame price as the obstacle to procedures when fear of anesthesia may be the culprit. Your ability to confidently explain anesthetic protocols and address pet owners’ concerns will sway their decisions.
All Courses, Financial Conversations, Scheduling, Phone Skills, Client Service
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
Learn ways to show value when talking with a price shopper, explaining preventive services, sharing medication costs, presenting treatment plans for dental and surgical procedures, and collecting payment.
Learn how to prioritize tasks, identify opportunities to streamline processes, plan administrative time in your daily schedule, create team checklists, and discover timesavers. (Non-CE eligible)
All Courses, Communication Skills, Phone Skills, Client Service
Make yourself a rock-star receptionist with these 8 essential skills: Communication, Multitasking, Prioritizing, Organization, Computer skills, Interpersonal skills, Problem solver, and Dependable.
All Courses, Communication Skills, Financial Conversations, Dentistry
Checkups are the cornerstone of preventive medicine. Learn how to drive compliance during scheduling calls, confirmations, and exam conversations. See how early detection increases dentistry and treatments of chronic conditions.
All Courses, Communication Skills, Practice Management, Client Service
Get facts about clients' expectations and how you can exceed their perceptions with 60 easy-to-implement ideas in 60 minutes. Discover ideas for your client-care team, medical team, and hospital managers.
All Courses, Difficult Clients, Client Service
You want mutually respectful client relationships, but some pet owners are challenging. Get solutions to manage Texting Teresa, Bossy Bob, Internet Irene, Suspicious Suzie, Price-Match Paul, and Expletive Ed.
All Courses, Financial Conversations, Practice Management
All Courses, Productivity Skills, Communication Skills, Scheduling, Practice Management, Client Service
Millennials are the largest pet-owing group and spend more on veterinary care. Learn how to communicate in millennials’ preferred platforms of apps, texts, social media and mobile-friendly websites.
All Courses, Productivity Skills, Communication Skills, Scheduling, Practice Management, Client Service
Your goal is to see the maximum number of patients per hour, delivering quality care and healthy profits. How you use each minute impacts client compliance, productivity, and revenue.
Communication Skills, Financial Conversations
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Client Service, Dentistry
When clients are confused, they decline care. Learn to recognize body language that signals confusion or worry, show empathy and confidence, and get word makeovers for top blunders.
All Courses, Productivity Skills, Communication Skills, Scheduling, Phone Skills, Client Service
The telephone is the front door to your hospital. Prospective and existing clients will get first impressions of your medical care based on call experiences. Learn how to have a welcoming greeting, manage call times, and tame troublesome callers.
All Courses, Communication Skills, Financial Conversations, Practice Management, Dentistry
Understand the consequences of discounting services. Learn pricing strategies to encourage early treatment and incentives that will entice clients to accept pets’ treatment. Get a script of what to tell clients when you stop the discount.
All Courses, Communication Skills, Financial Conversations, Scheduling, Practice Management, Phone Skills
Learn how to start strong on the first day of employment, which skills to teach, and assign a mentor to instill confidence.
All Courses, Scheduling
Learn to use the flex-10 scheduling method to increase productivity, get scheduling guidelines, ways to organize the flow of exams, see sick-patients the same day, and assign doctor-technician teams.
All Courses, Communication Skills, Financial Conversations, Dentistry
Discover makeovers for wiggle words that will improve compliance. Get scripts that guide clients’ decisions.
All Courses, Productivity Skills, Communication Skills, Financial Conversations, Dentistry
Learn how to establish rapport and gather information from pet owners, understand how people learn, use positive body language and visual aids, and involve clients in shared decision-making.
All Courses, Phone Skills, Client Service
All Courses
All Courses
Learn how to use a consistent phone greeting, respect the hold button, share a Golden Retriever attitude, be a bridge between clients and medical teams, get out of time-sucking conversations, streamline check-in and checkout, and handle late clients.
All Courses, Communication Skills, Financial Conversations, Practice Management, Dentistry
Instead of offering discounts, turn every month into dental month. Get easy dental promotions that could prompt more clients to accept needed patient care.
All Courses
Learn how to make emotional connections with prospective clients, ask questions to determine which medical services the pet will need, describe services before prices, and ask for the appointment.
All Courses, Financial Conversations, Practice Management, Client Service
All Courses, Productivity Skills, Phone Skills, Client Service
All Courses, Difficult Clients, Communication Skills, Practice Management, Client Service, Dentistry
All Courses, Productivity Skills, Difficult Clients, Communication Skills, Phone Skills, Client Service
All Courses, Communication Skills, Financial Conversations, Practice Management, Dentistry
Learn how to engage clients so they understand the need for pets' dental treatments. Get tips on teaching tools, presenting treatment plans, scheduling procedures on the day of diagnosis, and sharing financial solutions.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
Discover how to manage Google-seekers, discount divas, and obnoxious smartphone users. Learn how to acknowledge pet owners’ concerns, and then provide solutions.
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service, Dentistry
Learn how to assess whether clients have financial concerns, explain fees with confidence, share financial policies and payment choices, and ask for commitments to treat. Get tips on showing empathy and resources if clients need help affording care.
All Courses, Communication Skills, Client Service
All Courses, Productivity Skills, Difficult Clients, Phone Skills, Client Service
All Courses, Communication Skills, Financial Conversations, Client Service, Dentistry
Learn how to present treatment plans and lead clients to book procedures on the day of diagnosis. Discover best practices for admission and discharge appointments. Get scripts for dental and surgical confirmations. (Non-CE eligible)
All Courses, Communication Skills, Financial Conversations, Scheduling, Phone Skills, Client Service
A trained and confident CSR could generate $6,000 per month in new business. Learn how to ask caller and pet names, ask questions to determine needs, explain services before prices, and ask for the appointment. (Non-CE eligible)
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Practice Management, Client Service
Only 20% of negative comments are about the veterinary care provided, with most related to service issues or billing concerns. Learn how to be professional and gracious in your response. Get templates that let you personalize responses.
All Courses, Communication Skills, Phone Skills, Client Service
Get solutions to these mistakes: 1. Greeting callers abruptly, 2. Ignoring callers’ emotions and failing to engage, 3. Failing to listen and slipping into spiel mode, 4. Killing the service experience, and 5. Missing opportunities to schedule now.
All Courses
Learn how to answer calls promptly, personalize the call experience, lead callers to make appointments, and be an amazing listener.
All Courses, Productivity Skills, Scheduling, Client Service
All Courses, Communication Skills, Financial Conversations, Practice Management, Dentistry
Learn how to use a point system to schedule procedures, answer phone shoppers' dental questions, send confirmations, get callback scripts for clients who didn't book, set discharge appointments, and collect payment to show value. (Non-CE eligible)
All Courses
Get scripts and tips for effective callbacks about hospitalized patients, progress exams, overdue care, drug monitoring, chronic conditions, and clients who don’t schedule procedures on the day of diagnosis. Callbacks will increase care and revenue.
All Courses
Learn how you could adopt Golden Retriever traits to have a thriving veterinary practice with likeminded Golden clients. Your team will be inspired by this course packed with easy and affordable client service ideas. (Non-CE eligible)
All Courses, Difficult Clients, Communication Skills, Financial Conversations
All Courses
Learn how to respond to clients who want to feed pets raw diets, don't use heartworm preventatives in winter, don't use flea preventatives for indoor cats, buy vaccines from low-cost providers, have a fear of anesthesia, and ask to price match drugs.
All Courses, Communication Skills, Scheduling, Practice Management, Client Service, Dentistry
Learn to create 5-star experiences when you present treatment plans before admission, assign a "care pair" as a personal contact on procedure day, schedule admission and discharge appointments, complete consents in advance, and send confirmations.
All Courses, Phone Skills, Client Service
Get solutions to 10 common phone mistakes including rushed greetings, failing to ask price shoppers to book appointments, giving free advice over the phone, mismanaging hold time, and not engaging callers. (Non-CE eligible)
All Courses, Communication Skills, Financial Conversations, Scheduling, Practice Management
Get 10 easy strategies to grow the number of feline patients you see. Learn about amenities that create a welcoming hospital environment, lead clients to forward book their cats' next exams, and show value for preventive care. (Non-CE eligible)
All Courses, Productivity Skills, Communication Skills, Financial Conversations
The exam room is your classroom. Learn how to use body language, teaching tools, tailor your approach to generations, history questions, and manage doctor-technician time for productivity.
All Courses, Communication Skills, Financial Conversations, Client Service
Every team member must be an effective communicator for pets to get needed medical care. Get 15 communication skills, including phone greetings, history questions, verbalizing exams, recommending blood work, presenting invoices, and more.
Preventive services and products generate 38% of income. Reach out to clients with overdue patients with email campaigns and calls. Get a checklist of preventive services and products you should remind along with templates. (Non-CE eligible)
All Courses, Communication Skills, Scheduling, Phone Skills
Learn how to answer the phone with a smile, place callers on hold, juggle multiple lines, take messages, and connect calls to the medical team. Get tips on scheduling calls, confirming exams and surgeries, and turning price shoppers into new clients.
All Courses, Communication Skills, Scheduling, Client Service
Learn to manage scheduling calls, set expectations at check-in and in the exam room, efficiently use exam time, schedule the next exam at checkout, collect payment, and set reminders and callbacks.
Dentistry
All Courses, Difficult Clients, Practice Management, Client Service
Learn to have personal greetings, have the hospital manager welcome new clients, take a "let me help you" approach, text clients post-procedures, provide exam door to car door service, send referral thank-you letters, and survey clients.
All Courses, Productivity Skills, Financial Conversations, Practice Management, Client Service
Get scripts to present invoices for preventive care, sick patients, chronic conditions, and surgery. Discover trends in mobile payments and exam room checkout. Find out the importance of multiple payment options. (Non-CE eligible)
All Courses, Difficult Clients, Communication Skills, Financial Conversations, Client Service
Emotions can easily escalate during conversations with clients. Learn how to respond to High-Maintenance Helen, F-Bomb Frank, Just-Do-Everything Ed, Price-Sensitive Paula, Dental Dodging Dan, and No-Money Nancy.
All Courses, Communication Skills
All Courses, Scheduling, Practice Management, Phone Skills, Client Service
Learn to efficiently schedule exams, book 30-minute exams to allow time for bonding, provide welcome gifts and tours, follow up with handwritten cards and reminders, and track sources for marketing.
All Courses, Scheduling, Practice Management, Phone Skills, Client Service
Learn the right appointment length based on the reason for visit, use urgent care slots, scheduling methods to keep doctors on time, manage emergencies and work-ins, and use a surgical and dental point system. (Non-CE eligible)
Learn the 10 best receptionist tips EVER, including phone greetings, how to place callers on hold, what to say when clients can't get appointments soon, and more. This course is sponsored by Midwest Veterinary Supply mClub and Boehringer Ingelheim.
Learn how to understand client expectations, defuse tempers with effective communication skills, and polish your listening skills. (Non-CE eligible)
All Courses
Discover how to greet clients and patients in exam rooms, get tips on reading clients’ body language so you can be a more effective communicator, and get step-by-step advice on how to present treatment plans and invoices. (Non-CE eligible)
All Courses
Learn how to give a great greeting and connect with callers, ask questions to determine needs, and promote your practice so you gain new clients every opportunity. (Non-CE eligible)
All Courses, Communication Skills, Practice Management, Client Service, Dentistry
Discover ways to show value for professional dental care, how to present dental treatment plans, and follow up with callbacks and reminders.
All Courses, Phone Skills, Client Service
Learn client-centered phone skills, manage scheduling calls, confirm appointments, have welcoming greetings at check-in, show value at checkout, and follow up with callbacks. Non-CE eligible
All Courses, Communication Skills, Financial Conversations, Client Service
Get word makeovers that change confusion into understanding. Learn communication techniques to help clients better understand your diagnosis, treatments, and preventive care. (Non-CE eligible)
