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. 2009 Dec;25(3):421-32.
doi: 10.1016/j.cveq.2009.07.001.

Customer service in equine veterinary medicine

Edward L Blach  1
Affiliations

Customer service in equine veterinary medicine

Edward L Blach. Vet Clin North Am Equine Pract. 2009 Dec.

Abstract

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.

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