Building a better practice: A focus on CSR education and client relationships

Some may think that veterinary medicine only teaches us about the ins and outs of our patients. However, it has taught me much more about client interaction and the bond with pets. With every patient comes at least one client, and with every client comes financial obligations. In my time, I have learned to appreciate and thank my coworkers because we are all in this together.

A tale as old as time is that veterinary professionals go into veterinary medicine because we love animals. With that comes a human who is worried about their beloved pet. This is a bond that needs to be understood and respected, and I have learned over time that I cannot judge clients solely based on appearances.

I have learned that we are not our best when we are stressed or scared and in fact, we may be at our worst in those situations. Those are the times that we need to be more patient with clients because rational thinking goes out the door.

We are in this together, and I have learned to acknowledge the hard times and offer support to my coworkers. A thank you goes a long way after a hard day. Nothing speaks more to me than one colleague cheering on another and offering educational support if you see them struggling with something.

This field has taught me that it’s a combination of patients and clients. It’s just as much about the client as it is the patient because one cannot exist without the other. The same goes for my team. I would not be able to do my job without my assistants, technicians, kennel staff, custodians, and doctors.

Why it is pivotal to educate client service representatives

Let's discuss educating your client service representatives (CSR) and why it should be implemented in every hospital. CSRs are usually the first voices or faces client sees or hears and that interaction can make or break the rest of the visit. A CSR must understand body language, client interaction, empathy, and more.

Client interactions are crucial. If the CSR is cheerful, knowledgeable, and interactive, the client will feel more at ease or confident in the rest of the care team's skills. The CSR needs to know how to handle a difficult client and when to ask for help from a manager. They also need to be able to understand how a client could perceive their body language. Yes, crossing your arms a certain way does make a difference.

A CSR needs to be able to understand empathy and express it. They are usually the ones going over euthanasia paperwork, sometimes even consent forms for hospitalization. It is important they are able to put themselves in the client's shoes in these tough situations.

Besides client interactions, CSRs need to understand medical terminology, vaccinations, the importance of prevention, and the basics of some diseases. CSRs triage calls every day so they have to know what patients needs to be seen immediately, what is considered an emergency, and, at the very least, what questions to ask.

Educating CSR will help your hospital, patients, and clients, plus fulfill your CSR. You are already spending time training them; let's spend time educating them as well. A CSR or really any staff member who is able to grow in their hospital has a higher chance of staying.