Developing the Ultimate Customer Service Rep
About this episode
Carol Hurst discusses building and training a client service team in veterinary management.
I am really excited to welcome Carol Hurst , LVT CVPM, of Encore Vet Group to the podcast for this episode! Carol is the kind of person who brings twenty years of hands-on experience and a true passion for growing people and culture. We spend this episode discussing one of the trickiest parts of veterinary management: building and training your client service team. It's a topic that can definitely feel intimidating, especially when you're dealing with people coming from all kinds of backgrounds, levels of experience, and expectations, but Carol helps it seem a lot less so with her wonderful insight! We kick things off talking about interviews and how to spot soft skills, what questions actually reveal how someone handles stress, and why that initial spark of engagement during an interview can tell you everything about a potential hire. Carol and I discuss why certain past experiences such as working in food service or with kids can actually be golden for client-facing roles, while others, like some banking or medical-office experience, may not translate as well. It's all about reading people, anticipating needs, and finding that warmth that makes clients feel truly cared for. We…
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