Welcome to your one stop shop for all things a veterinary Client Service Representative (CSR) needs to know - and the tools to train them. As the first people clients see when they visit the hospital and the last people clients see when they leave, it's about time you finally had some training designed specifically for CSRs.
Our CSRs will have access to our certificate training programs, relevant industry news, tips for being an all-star CSR, peer-to-peer support, and more. Join our world-wide network of veterinary CSR professionals and take your training to the next level.
This group will provide CSRs with the tools and resources they need to advocate for their clients and patients, and to provide them with an all-star, consistent experience each and every time. Download and customize our hospital-tested templates, forms, and checklists.
Dive into interesting articles, tips and best practices related to your client service role, participate in IGNITE community contests, and join in the conversations between our resident experts and CSRs across the nation.
The process of cultivating a positive and affirming mindset, and working toward a state of being in good health, is an important pursuit in the veterinary industry. This group provides resources and ideas to propel and lift up CSRs, techs, doctors, managers, and owners.
This group is the CSR training headquarters. Here you'll find various training courses covering a variety of relevant topics for CSRs, as well as the veterinary industry's first ever CSR Certificate Programs.
This group is for CSRs to develop their skills and take them to the next level. We have 2 week topic focuses that use collaborative learning, corresponding materials, and open Q&A to teach CSRs the ins and outs of the topic at hand.
The mission of this group is to keep every dog in his or her home by dramatically reducing the number of dogs abandoned, surrendered, or euthanized every year due to behavioral issues. Ask our Behaviorist, Donna Chandler, any questions you have surrounding dog behavior.
Ask any questions you might have about account maintenance, functionality, or how the IGNITE learning platform works. We are here to make your experience awesome!
IGNITE's curriculum for CSRs has been designed for real life in a veterinary hospital in 2019. We embrace problems that CSRs face everyday and invite them to think differently to become more talented at their craft and support their practice's success.
Another element to IGNITE's unique learning is the mouse-on activities. CSRs are asked to match, drag-n-drop, and actively participate in each module.
IGNITE's microlearning training videos (both embedded in our CSR Certification Program and on our platform) are funny as all get out, which makes for sticky learning.
Each of our CSR certificate programs (CSR Level 1, CSR Level 2, and CSR Lead) has a course outline and detailed learning objectives for each module within the curriculum.
Each CSR program requires the participant to both evaluate the concepts covered in each module, and also demonstrate mastery of the skills learned.
All certificate programs have course exams, and all examinations must be passed with a 70% or better to receive a certificate of completion for the course.
We suggest for curricula with multiple courses within them must be completed in sequential order. For example; CSR Level 1 must be completed before CSR Level 2, etc.
Module 1: Where to Begin
Module 2: Veterinary Terminology and Abbreviations
Module 3: Hospitality
Module 4: Phone Etiquette
Module 5: Client Communication
Module 6: Appointment Scheduling
Module 7: Computer Use and Maintenance
Module 8: Patient Admittance
Module 9: Patient Discharge
Module 10: Cash Handling
Module 11: Creative Financing
Module 12: Marketing and Client Education
Module 13: Facility Maintenance
Module 14: Breed Identification
Cumulative Assessment
Module 1: Verbal and Non-Verbal Communication
Module 2: Client Relations
Module 3: Service Recovery and Conflict 101
Module 4: Appointment Scheduling
Module 5: Social Media Marketing
Cumulative Assessment
Module 1: Your Role with Clients
Module 2: Your Role with Team Members
Cumulative Assessment
New Client and Patient Drop Off
Tips for Spotting Counterfeit Bills
How to Say Bye-Bye to Bias
How to Handle an Upset Client
Caught in a Mistake: Dos and Don'ts
The Language of Lying
Canine Body Language
Human Body Language
How to Coach an Unwilling Employee
IGNITE’s mission is to positively impact veterinarians and their teams so they can deliver the highest quality patient and client care through cutting edge education and collaboration.
Wimberley, TX, USA
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