Title: Demonstrate professional etiquette for managing telephone calls and electronic communications.
Course: Veterinary Science I (18105-I) > Section: Performing Office Functions

Demonstration should include

- explaining effective customer service, including managing client complaints
- using effective verbal and written communication skills, in accordance with accepted standards
- applying assessment skills needed to determine appropriate responses
- following professional communication etiquette.

Process/Skill Questions:

- Why is it important to 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 is it important not to try to perform other office duties while you are talking with a client on the phone?
- Why is it important to take accurate and clear written messages?
- What is the importance of reminder calls? Follow-up calls?
- Why is it important to respond to email messages promptly?
- What information is essential in determining the severity of a situation?
- How can better oral communication skills be developed?
- 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?