A milestone moment for CSRs

Photo: Robert Daly/KOTO-Adobe Stock

This article was submitted by VEG.

Fetch dvm360 conference history was made this past August in Kansas City, Missouri: a first-ever customer service representative (CSR) experience. This groundbreaking addition was a game-changer for so many in our industry, including our team at VEG who sent 45 of our customer experience coordinators (CECs), lead CECs and operational leads to attend.

For some, it was their very first conference experience, and for others, it was a unique opportunity in their 2-decade careers to access continuing education specifically tailored to their roles. The enthusiasm and commitment displayed by our “VEGgies” was a testament to the importance of this event. We sat down with our VEG Head of Culture, Roe Castellano and one of our CEC attendees at Fetch dvm360, Holly Leon to talk about their experiences.

Q: What is the best thing you've learned at this conference, and how do you plan to apply it in your role?

Roe: The conference kicked off with an incredible lineup of speakers, featuring industry gurus like Debbie Boone, BS, CVPM; Jill Clark, DVM, VRCE; and Rhonda Bell, CVOM, PCM, CDMP. Their expertise and insights were invaluable, covering a wide range of essential topics. We learned about the power of hospitality in veterinary medicine, the importance of using empathy to help clients in crisis, how support staff can become leaders in the field, and the significance of building your own personal brand. Their dedication to elevating the role of CSRs was truly inspiring and resonated deeply with all of us. This initiative aligns perfectly with the hard work we've been putting into uplifting our front-end teams over the past year at VEG.

Q: What were your first thoughts when you heard about this career conference track specifically for veterinary receptionists?

Holly: My first thought when I heard that there would be a track on veterinary receptionists was, “I don’t care where it is, sign me up now please!” I have been in this field for over 20 years, and this was the first time I’ve been to a conference. I was so proud that it was for something I feel so passionately about! What excited me when I heard about it was the eagerness that I witnessed with all our CEC VEGgies throughout the US. It was beautiful seeing the representation when we needed it most.

At this conference we learned about North American Association of Veterinary Receptionists (NAAVR), which is a platform specifically for receptionists. It is going to be a safe space for CECs to grow and for CECs to become accredited. We learned about how vital our role is to this field and if we want to grow, we can—whether we become accredited in this role or if we want to become a CVPM. I’m excited to share it with all our CECs and plan on joining any new CEC advocating roles. VEG has been growing the CEC role from receptionist to CEA to CEC but what has stayed the same is that VEG has always made it about our customers and their experience and that’s what we are there for.

Roe: Having started my journey in the veterinary medicine world as a receptionist, this milestone is particularly meaningful to me. Seeing veterinary customer service professionals gain the recognition and opportunities for the growth they deserve brings back fond memories and fills me with pride. This event was more than just a conference; it was a celebration of the crucial role that customer service representatives play in our industry.

Q. What's something unexpected you've been able to do in your CEC role that you didn't think you would?

Holly: I plan on making sure every CEC I come in contact with realizes their value and knows that not only I believe in their growth, but VEG does too! It’s not just words, it’s the actions we see. As a CEC, I get to support grieving customers and not worry that I’m stepping out of line. Or I sit with a stressed or nervous customer just to let them know they’re not alone, I get to drive to deliver a forgotten medication or pick up an animal in distress…that’s the difference of what I can do as a VEGgie and couldn’t do at other places… at least not without getting reprimanded. VEG is revolutionary in so many ways and advocating for changes like sending us to conferences is proof!

Here’s to many more moments like this, where we continue to recognize and support the amazing people who are the heartbeat of veterinary practices everywhere!

Visit dvm360.com/conference/fetch-kansas-city for more news from Fetch Kansas City.