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BEST PRACTICES FOR CSCs: • Maintain a clean and orderly lobby and reception desk. • Review the schedule during the day so you can provide appropriate options to clients seeking both SDA appointments and future appointments – whenever possible, say yes to your client’s requests. έ Follow up on online appointment requests in a timely manner • Answer the phone with enthusiasm / empathy depending on the situation. • Ensure any messages or questions from the client are relayed to the doctor as quickly as possible. έ Set a realistic expectation for a return call with the client and ensure this is also communicated to the doctor. • Greet the client in a timely fashion and acknowledge the client and pet by name. έ Provide a warm greeting, with a friendly voice and a pleasant demeanor. έ ...