Tuesday, January 24, 2017

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Holiday Inn
3927 Marriott Drive
Bakersfield, CA 93308 



Jessica Ochoa
Patterson Veterinary 


7:30 a.m. – 8:00 a.m.: Breakfast
8:00 a.m. – 10:15 a.m.: Early Morning Session
10:15 a.m. – 10:30 a.m.: Break
10:30 a.m. 12:00 p.m.  Late Morning Session
12:00 p.m. – 1:00 p.m.: Group Lunch
1:00 p.m. – 2:45 p.m.: Early Afternoon Session
2:45 p.m. – 3:00 p.m.: Break
3:00 p.m. – 5:00 p.m.: Late Afternoon Session

Patterson Veterinary University
Communication & Customer Service Registration

Bakersfield, CA

Patterson Veterinary University (PVU) unites practice owners, managers and team members with a unified business mindset and provides them with the tools and networking opportunities needed to stay strong amid the challenges of running a veterinary practice today. 

The veterinary hospital team is the face of the practice. Their ability to create positive client experiences, every time, will have a lasting impact on the success of the practice. Every member of the team, no matter the length of service or role, will be energized by this experience. Students will learn as a team about improving the client care they deliver by building a platform for service and communication success.

Register now for the PVU - Communication & Customer Service Registration

Communication & Customer Service

January 24, 2017

Topics Covered:

  • Understanding the importance of communication and customer service in the delivery of veterinary medicine
  • Learning communication skills that help team members focus together to enhance the client experience 
  • Learning to customize a client service experience based on the client’s unique needs and wants 
  • Strengthening the client-hospital bond with every client interaction 
  • Comprehending and increasing a client’s perception of value 
  • Handling client objections/complaints 
  • Using the tools provided to enhance the implementation of learned skills



Heather has spent almost 20 years in small animal practice, and is passionateabout education and career development for each member of the veterinaryteam. For managers, she teaches our Veterinary University Managementseries, as well as a CVPM prep course. For technicians, she teaches di erenttechnology o erings and for receptionists, she has authored the bookFront O ce Management for the Veterinary Team. Heather has writtenmany articles and is also a speaker at state and national conferences.

Event Details

Day One
7:30 a.m. - Breakfast
Class Time: 8:00 a.m. – 5:00 p.m.

Breakfast, lunch and snacks will be provided

8 continuing education credits

Holiday Inn
3927 Marriott Drive
Bakersfield, CA 93308 

One person 
$159 per attendee
$139 per attendee, for two or more participants from the same hospital. 
Includes all course materials.


*Once registered, we will contact you regarding type of payment

Overnight Accommodations:
Several nearby lodging options are available; however, overnight accommodations are not included in the course fee.

Questions? Contact Jessica Ochoa at Jessica.Ochoa@animalhealthinternational.com