Customer service in equine veterinary medicine.
This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.
Blach
Edward L
EL
Dr. Ed, Inc., PO Box 1341, Monument, CO 80132, USA. ed@dr-ed.com
D000818:Animals; D003142:Communication; D003625:Data Collection; D006734:Horse Diseases / Q000628:therapy; D006736:Horses; D020399:Practice Management; D011795:Surveys and Questionnaires; D018634:Veterinarians; D014730:Veterinary Medicine / Q000191:economics / Q000458:organization & administration / Q000592:standards* / Q000639:trends