Page 70 - Receptionist

19030 – Communication Scripts
Results Statement:
Primary Responsible Positions:
Participating Positions:
First know what you’re talking about: “If you can’t explain it simply, you don’t understand it well
Should I memorize these?
WHERE These Scripts Fit:
WHAT to Say for Each Topic:
To describe and recommend services in a way that is SIMPLE,
AUTHENTIC, EFFECTIVE and CONSISTENT among all staff.
Technicians, Doctors
All positions with client contact
enough” - Albert Einstein
It is NOT necessary memorize every script word-for-word, BUT
you must hit the main points. This is necessary to give the
clients the same information from ANY LVH staff member.
These are not truly “scripts”! Each staff member will have their
own style and exact wording depending on that individual and
the situation. Each staff member must be able to communicate
these same messages comfortably in their own way.
In many cases actually memorizing these scripts exactly may
help you and save you time. You will know what’s best by
practicing.
This is the “Education” portion of the “Client Compliance Tips”
procedure. It comes AFTER the “Feel, Felt, Found”.
Wellness or Early Detection Panels:
“Our routine blood panels check things on the INSIDE that
doctors cannot see on the outside. Hopefully everything will be
normal. If so, it will give baseline normal levels for your pet
every year.”
“If something is NOT normal it will give us a chance to fix it for
less cost and before your pet gets sick.”
(Demo Piece: Show an example lab report)
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