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First and Lasting Impressions

First and Lasting Impressions

First and Lasting Impressions

Amanda L. Donnelly, DVM, MBA ALD, & Wendy S. Myers, Communication Solutions for Veterinarians and Ka
Amanda L. Donnelly, DVM, MBA ALD, & Wendy S. Myers, Communication Solutions for Veterinarians and Ka
on behalf of Animal Care Technologies Online Training

$59.00 $ 59.00 $ 59.00

$59.00 $ 59.00 $ 59.00

$ 59.00 $ 59.00 $ 59.00
$ 59.00 $ 59.00 $ 59.00
Normal Price: $59.00 $59.00


Launch date: 17 May 2017
Expiry Date:

Last updated: 02 Aug 2017

Reference: 172662

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Course Availability

This course is only available to trainees days after purchase. It would need to be repurchased by the trainee if not completed in the allotted time period. This course is no longer available. You will need to repurchase if you wish to take the course again.


Within the walls of a practice, front office staff play a critical role in client satisfaction as the client’s first and last interactions, but this course is excellent for any staff members who interact with clients! First and Lasting Impressions will educate staff on how to avoid common mistakes made on the phone during greetings, holds and transfers. Increase revenue by turning phone shoppers into clients, improve client compliance, and discover what is involved in making a positive and lasting impression from the moment clients walk through the door. Understand how body language and choosing the right words can handle, and even avoid disgruntled clients. Become equipped to handle mistakes and deal with client complaints. With this course, veterinary staff will gain a full understanding of how vital their role is and the skills needed to improve your practice.


At the end of this E-learning, the learner will gain an in-depth understanding of key communication skills
This includes 32 videos from the ACT Online Training small animal library.

Confidence with Clients:
- Choose Your Words Carefully
- Client Wait Time
- Dealing with Client Complaints
- Discussing & Selling Food/Products
- Filling Prescriptions
- Handling Mistakes
- Say "No" with a "Yes"
- Scheduling Progress Exams
- Taking a History/Writing in Charts
- Walk-in Appointments

Front Desk Fundamentals:
- Active Listening
- Collecting Client Emails
- Communicating with Body Language
- Effective Check-ins
- Effective Check-outs
- Good First Impressions
- Having a Clean Work Environment
- Organizational Skills
- Understanding Overdue Reminders
- Understanding Your Practice Management Software
- Using Clients' and Pets' Names

Telephone Skills:
- Callers Wanting to Speak to the DVM
- Discussing Complicated Medical Procedures with Clients
- Handling Phone Shoppers
- Never Quote Dental Prices Over the Phone
- Placing Callers on Hold
- Scheduling Exams in 3 Minutes
- Taking a Good Message
- Transferring Calls
- Phone Greetings
- Converting Price Calls to Appointments
- Appointment Confirmation Calls
Amanda L. Donnelly, DVM, MBA ALD, & Wendy S. Myers, Communication Solutions for Veterinarians and Ka

Author Information Play Video Bio

Amanda L. Donnelly, DVM, MBA ALD, & Wendy S. Myers, Communication Solutions for Veterinarians and Ka
on behalf of Animal Care Technologies Online Training

Dr. Amanda Donnelly is a consultant and a second-generation veterinarian with a diverse background in medicine, management, industry, speaking and business consulting.

In 2005, Dr. Donnelly founded ALD Veterinary Consulting, LLC to provide expertise to companion animal and specialty referral practices to help them achieve their goals. Dr. Donnelly works with veterinarians who want to grow their business and have their team look forward to coming to work everyday. Her areas of consulting include financial management, human resources, marketing, client service training, and leadership coaching.

Dr. Donnelly is a graduate of the College of Veterinary Medicine at the University of Missouri, Columbia. She has an MBA from Baker University in Overland Park, Kansas and she also holds a certificate in Veterinary Practice Administration from the AAHA Veterinary Management Institute (VMI) at Purdue University.

Dr. Donnelly has 15 years of experience in small animal practice and emergency medicine. In the latter capacity, Dr. Donnelly was responsible for a successful turnaround for the emergency practice she ran within a large referral hospital. Her leadership as Chief of Staff resulted in increased profitability, enhanced client service and a more satisfying practice culture.

Prior to starting her consulting firm, Dr. Donnelly served as a Technical Services Veterinarian in industry for 4 years. During this time, she developed a reputation for her outstanding communication skills, project management, leadership, and ability to build strong relationships.

Dr. Donnelly is Past President for VetPartners™. She is past president of the Kansas City Veterinary Medical Association, an active member of the veterinary community and a member of the National Speakers Association.

Dr. Donnelly has published numerous articles in veterinary journals, is a contributing author for Blackwell’s Five Minute Veterinary Practice Management Consult and is the author of the book 101 Practice Management Questions Answered.

Well known as a dynamic speaker, Dr. Donnelly has lectured on a variety of practice management topics at regional, national and international veterinary conferences including NAVC, WVC, AVMA, AAHA, CVC, the ACVIM Forum, ACVS, VSIPP, The Midwest Conference and multiple state association meetings. She is a popular, engaging speaker who always provides practical information to her audiences. Dr. Donnelly was named Practice Management Speaker of the Year for the 2007 and 2013 North American Veterinary Conference.

Dr. Donnelly resides in Florida with her husband, Chris, who is board-certified in veterinary internal medicine. They share their home with a long-haired dachshund, Gidget and 3 cats, Cosmo, Bucky and Snoop.

Current Accreditations

This course has been certified by or provided by the following Certified Organization/s:

  • AAVSB-Registry of Approved Continuing Education (RACE)
  • 2.00 Hours -
    Exam Attempts: 3
    Exam Pass Rate: 70

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