Our client service representative (CSR) has lengthy scheduling calls. How can I coach an employee to have shorter conversations?

Aim for a call time of 3 to 5 minutes to schedule an appointment for an existing client. To achieve shorter call times, your CSR must lead conversations.

Meet with the employee to share feedback on call performance and expectations. If your phone service provider offers call statistics, review average call duration. Some providers offer artificial intelligence–powered insights of categorizing calls by purpose such as scheduling or new clients, and client sentiment analysis such as neutral, happy, or unhappy based on tone and language. Share the CSR’s current performance and set expectations for improvement.

To engage callers and have efficient call times, I teach CSRs to follow these 4 steps.

After getting caller and pet names, access the electronic medical record to see which services and products are due. Ask the caller, “To schedule the appropriate amount of time, what will we be seeing [

Explaining why you need the reason for the visit encourages the caller to share a brief description. This lets CSRs determine urgency and choose the right appointment type, length, and provider. A patient with symptoms of vomiting and diarrhea will need a same-day urgent care appointment. A progress exam for an ear infection should be scheduled with the same veterinarian who diagnosed and treated the patient. A wellness appointment could be scheduled days or weeks out based on the patient’s due date.

Progress exams should be scheduled with the same veterinarian whenever possible to have efficient exam time and continuity of care. Say, “I see that Dr [

For all other appointment types, say, “Do you prefer a specific doctor or want the first available appointment?” Many clients will pick the next available slot and be grateful for your suggestion.

If the client requests a specific provider, share the veterinarian’s next 2 available appointments. If the preferred doctor has limited availability, say, “Dr [

Avoid the time trap of multiple questions, such as “What day of the week do you want?” and “What time of day do you prefer?” Offer the next 2 available appointments that work well for your schedule’s flow. For example, sandwich a sick patient exam between 2 wellness appointments because checkups are more predictable and likely to stay on time. Putting 3 sick pet appointments in a row will risk delays. When clients dictate appointment times and dates, you’ll also get a chaotic, mismanaged schedule.

Say, “Our next available appointments are [

4. Summarize details when closing the call.

State the appointment time and date, provider, and when to expect the next communication. Immediately send text and email confirmations so clients can add appointments to their calendars. Increase adherence for submitting online forms when you set expectations and explain the why behind preappointment instructions.

]. You will get text and email confirmations shortly so that you may add the appointment to your calendar. As the date nears, you’ll get an online health form to complete and submit before the appointment to help our medical team prepare for the visit. If you have questions before the appointment, please contact us. We look forward to seeing you and [

Use client and pet names at least 3 times during conversations to engage callers. When CSRs lead conversations, you will reduce call times while providing exceptional experiences. Build confidence every call with my free course on “5 Phone Skills for Confident Conversations” (

). Get 5 short videos on greetings, engaging callers, triage, scheduling, and new client calls, along with a handout, quiz, and certificate of completion. Share this free training resource with your entire team.

See these steps in action: wellness appointment scheduling call

Shorten scheduling calls to 3 to 5 minutes when you use the 4 steps of determining the reason for visit, asking doctor preference, using the yes-or-yes technique, and summarizing appointment details.

This sample conversation also has a game-changing question to ensure you choose the right appointment type. Some clients may blindside doctors at the end of wellness appointments with, “Could you also check…?” To avoid sick patients getting booked in wellness slots, ask, “Does your pet have any health or behavior concerns that you want to discuss with the doctor?” If the client shares that her dog has been scratching his ears, schedule a sick pet appointment to address the chief complaint.

Need a script for a client conversation? 

Submit your scenario to info@csvets.com for consideration in future columns.

Articles

Shortening scheduling calls

Pedro Diniz, DVM, PhD, discusses the integration of AI in medical and veterinary education with Vet Watch host Christopher Lee, DVM, MPH, DACVPM

Brains and bots: How AI is shaping medical education

With artificial intelligence (AI) taking the world by storm in the last year or so, what could this mean for veterinary education? In this episode of Vet Watch, our host Christopher Lee, DVM, MPH, DACVPM, sits down with Pedro Diniz, DVM, PhD, to talk about what the future of veterinary education can look like, for both students and educators. 

Below is a partial transcript, edited lightly for clarity.

: So you've definitely helped shape the education and future of DVMs, and now you're working across disciplines, with MDs and with AI in the mix. What's changed? What has AI done to improve education? And why should we be excited about it?

So that's a great question, because education tends to move slowly, but AI has brought new paradigm shifts that are forcing educators to think faster and in having to ask difficult questions about their own courses. So for example, AI now is capable of turning and helping educators design their courses, or helping educators create better test items for exam questions, making sure these questions are fair, making sure these questions are aligned with the objectives of the course. So we've seen AI around us, and we will see more and more as the technology continues to evolve. It's fascinating what it can do as outcomes assessment and an analyst. It's incredible what we can do with data sets and analyzing the data and finding caveats. 

So what we are seeing today is that arms race on AI from the main platforms available online. So for example, while ChatGPT was the first large model that was very popular 2 and a half years ago, Google has launched Gemini and also notebook LM and Meta has released the llama models, which are actually free models, and other vendors also being in this arms race. We have models now coming from other countries, like China as well. So it is quite interesting to see how fast the technology has evolved because of competition. It is actually hard to catch up on how fast the technology is advancing and how much knowledge is acquiring, how much memory is retaining, and especially [in] veterinary medicine, we have seen...significant increase in the quality of these models in these last 6 months.

So this arms race, or capitalism, is actually improving things by making everything go faster and from different angles.

Yeah, let's be very clear that we this. All these companies are trying to provide what is the best model, so everybody will use them. But then, in reality, I think for education, we have a unique opportunity to use these tools for the benefit of our students and for the learning and in preparing the next generation of veterinarians.

Videos

Explore how AI is transforming veterinary education on this episode of Vet Watch.

A nonprofit organization dedicated to the health and well-being for West Highland white terrier dogs has awarded its first scholarship to a veterinary student through a new program. The Westie Foundation of America (WFA) has recognized Briana Guerra, a first-year student at the University of California, Davis (UC Davis) School of Veterinary Medicine, with the inaugural scholarship from the WFA /Thomas and Roxanne Austin Veterinary Scholarship program that was launched in 2024.

(Photo courtesy of the Westie Foundation of America)

Centrally focused on UC Davis School of Veterinary Medicine, the program aims to support and celebrate future veterinarians who display a “keen interest in the Westie breed” and who strives for veterinary excellence.“These students represent the future of veterinary medicine, and we’re honored to celebrate their admission together,” Angela Reynolds, senior director of development, UC Davis School of Veterinary Medicine, said in the release. “Thank you for trusting UC Davis School of Veterinary Medicine to award this scholarship to a deserving and inspiring rising star.”

Guerra was selected by UC Davis to receive the scholarship, based on a rigorous set of criteria proposed by the WFA. She previously gained clinical experience at the Los Angeles Veterinary Center in California. She plans to practice veterinary medicine in an area with a bilingual clientele and traditionally underserved pet owners, upon graduation.

“We are pleased to say Briana meets and exceeds the scholarship criteria of academic excellence and we are honored to help further her veterinary goals,” Kay McGuire, DVM, vice president, health for the Westie Foundation of America, said in the release. “It is an honor to work with UC Davis on this important contribution to the new veterinary generation.”

Guerra is 1 of 154 students in her UC Davis class. She was selected from more than 3000 applicants, of which 57% are first-generation college students. A daughter of immigrants who fled civil war in El Salvador, she is the first in her family to pursue a college education.

“Your support means more than words can express,” Guerra said in a news release. “Thank you for helping me pursue my lifelong dream.”

Roxanne Austin said she and Tom Austin are proud to support the UC Davis School of Veterinary Medicine and the Westie Foundation of America through the program that bears their names. “Our pets have brought us immense joy, and we understand firsthand the vital role quality veterinary care plays in helping them live long, healthy and happy lives. We are thrilled to congratulate Briana Guerra as the inaugural recipient of this scholarship,” she said in the release.

The WFA also provides funding opportunities to veterinarians and students through other programs. Most recently, in March 2025, the organization announced clinical oncologist Selvi Jegatheeson, DVM, FANZCVS, as a clinician-fellow sponsored by WFA through the Canine Health Foundation of the American Kennel Club. Jegatheeson is pursuing a PhD in Australia, where she is investigating immunotherapy treatments for people and dogs.

First scholarship awarded in new veterinary scholarship program. News release. Westie Foundation of America. September 30, 2025. Accessed October 6, 2025. 

https://www.einnews.com/pr_news/853750971/first-scholarship-awarded-in-new-veterinary-scholarship-program

Dr Selve Jegatheeson. Westie Foundation of America. March 6, 2025. Accessed October 6, 2025. https://westiefoundation.org/not-a-post/Dr-Selvi-Jegatheeson

A first-year student is being recognized with funding from the Thomas and Roxanne Austin Veterinary Scholarship program.

Westie Foundation of America names first scholarship recipient for new program

 of highly pathogenic avian influenza (H5N1) in dairy cattle last month, state officials in 3 midwestern states have now reported new outbreaks of H5N1 in poultry on commercial farms. The cases were detected in Iowa, Minnesota, and Wisconsin, and are not the first for any of these states. For Iowa, the latest finding marks the state’s 8th outbreak in domestic birds this year, while Minnesota has reported 8 poultry outbreaks since mid-September alone.

The Iowa Department of Agriculture and Land Stewardship (IDALS) and the US Department of Agriculture (USDA) Animal and Plant Health Inspection Service (APHIS) detected its latest H5N1 case on October 2. According IDALS, state officials and the USDA found the virus in a commercial turkey flock in the west central region of Iowa, in Calhoun County. Before that, Iowa’s last poultry outbreak occurred in April.

Sudden increase in bird deaths without any clinical signs

Lethargy and/or lack of energy and appetite

Swelling of the head, eyelids, comb, wattles, and hocks

Purple/blue discoloration of the wattles, comb, and legs

Coughing, sneezing, and/or nasal discharge

Minnesota, meanwhile, reported 2 outbreaks of the virus on September 28 at commercial breeder poultry operations in Becker and Otter Tail Counties,

which are located in Minnesota’s west central region and border each other. Together, the 2 farms house more than 36,000 birds, according to the University of Minnesota.

“Minnesota has now recorded eight outbreaks in poultry since the middle of September, part of a national rise in activity,” wrote the University of Minnesota in a news brief.

Wisconsin followed, with another confirmation on October 1 of H5N1 in a commercial flock in Jefferson County, which is found between Madison and Milwaukee. The Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) reported the case on October 2, urging all livestock owners to implement strong biosecurity measures to prevent the disease from infecting their flocks and herds.

Wisconsin’s latest detection marks the state’s second outbreak in Jefferson County since September 24, with the September 24 outbreak affecting more than 3 million commercial poultry.

 According to the DATCP, 520,298 poultry reside on the commercial farm most recently affected by the virus.

“The affected premises [have] been quarantined to restrict movement of poultry and poultry products. Birds on the property will be depopulated to prevent the spread of the disease. Birds from the flock will not enter the food system,” wrote the DATCP a news release announcing the latest bird flu detection.

The state government agency said it is working with USDA animal health officials on a joint incident response.

Last month, Nebraska reported its first case of H5N1 in a dairy cattle herd. Officials detected the virus through state tracing and investigation after it was found in collected milk samples.

“DATCP continues to urge all livestock owners to implement strong biosecurity measures to protect their flocks and herds from the disease. This includes washing hands, disinfecting equipment, restricting access to animals, and separating new additions to the flock or herd for at least 30 days. Poultry owners are asked, when possible, to keep their birds indoors,” Wisconsin’s DATCP said.

Earlier this fall, the USDA echoed DATCP’s message, advising dairy farms to adopt stronger biosecurity measures. "APHIS recommends enhanced biosecurity measures for all dairy farms, particularly as we enter fall migratory bird season,” the federal agency said.

 “Producers should immediately report any livestock with clinical signs, or any unusual sick or dead wildlife, to their state veterinarian.”

Schnirring L. H5N1 outbreaks hit more commercial poultry in 3 states. University of Minnesota. October 3, 2025. Accessed October 6, 2025. 

https://www.cidrap.umn.edu/avian-influenza-bird-flu/h5n1-outbreaks-hit-more-commercial-poultry-3-states

Highly pathogenic avian influenza detected in a commercial turkey flock in Calhoun County. Iowa Department of Agriculture and Land Stewardship. News release. October 2, 2025. Accessed October 6, 2025. 

https://iowaagriculture.gov/news/HPAI-calhoun-county-Oct-2-2025

Highly pathogenic avian influenza response. Minnesota Board of Animal Health. Accessed October 6, 2025. 

Highly pathogenic avian influenza confirmed in Jefferson County. News release. The Wisconsin Department of Agriculture, Trade and Consumer Protection. October 2, 2025. Accessed October 6, 2025. 

https://datcp.wi.gov/Pages/Highly-Pathogenic-Avian-Influenza-Confirmed-in-Jefferson-County04.aspx

Bautista-Alejandre A. USDA confirms first case of bird flu in Nebraska dairy cattle. 

. September 16, 2025. Accessed October 6, 2025. 

https://www.dvm360.com/view/usda-confirms-first-case-of-bird-flu-in-nebraska-dairy-cattle

USDA confirms highly pathogenic avian influenza in dairy herd in Nebraska. News release. US Department of Agriculture (USDA) Animal and Plant Health Inspection Service. September 15, 2025. Accessed October 6, 2025. 

https://www.aphis.usda.gov/news/agency-announcements/usda-confirms-highly-pathogenic-avian-influenza-dairy-herd-nebraska

One Wisconsin farm affected by H5N1 houses more than half a million birds, according to the state government agency.

New bird flu outbreaks reported in poultry across 3 midwestern states

Happy Monday, dvm360 readers! We are officially 2 months away from our final Fetch conference of 2025, Fetch Long Beach! Join us in the Golden State from December 5-6, 2025, for 2 days jam-packed with educational lectures from top industry leaders, exhibitors from all over the industry, keynote lectures delivered by Erik Zager, DVM, DACVECC, and Pamela D. Jones, DVM, DACVIM (Oncology), DACVR (Oncology), and networking opportunities with fellow attendees. Close out 2025 with us in Long Beach and register 

Check out what you can see this week on dvm360.com:

The H5N1 outbreak has again hit commercial poultry in Iowa, Minnesota, and Wisconsin, with the Iowa Department of Agriculture and Land Stewardship and APHIS stating this is Iowa’s 8th outbreak in domestic birds this year with the next most recent being in April.

 drops this week on dvm360.com! In this latest episode, host Christopher Lee, DVM, MPH, DACVPM, welcomed special guest Pedro Diniz, DVM, PhD, to talk more about what the rise of artificial intelligence means for veterinary education, for both students and professors.

During the American Association of Veterinary State Boards' annual meeting, member boards approved multiple positions, including opposing the veterinary professionals' associate or midlevel practitioner position.

 podcast presented by dvm360, Adam Christman, DVM, MBA, and Joya Griffin, DVM, DACVD, discussed diagnosing, treating, and managing atopy in this special live podcast recording from Fetch Kansas City.

The most recent installment of dvm360’s business roundup will be available at the end of this week and will feature VetEvolve’s newly appointed CEO and chief development officer, as well as The American Kennel Club’s new vice president of education.

Here is a sneak peek at this week’s headlines.

Sneak peek: H5N1 outbreak detected 3 new states, and other news 

April Blong, DVM, DACVECC, discusses emergencies of the heart including tachycardia, in a dvm360 interview.

Managing rapid change in cardiac care

What is the process for managing a patient with an emergency cardiac condition? April Blong, DVM, DACVECC, an associate clinical professor at the Iowa State University Lloyd Veterinary Medical Center in Ames and the medical director at Iowa Veterinary Specialties in Des Moines, discusses considerations for veterinarians handling these cases, in a 

Blong presented continuing education (CE) sessions on emergency and critical care at the 2025 Fetch dvm360 Conference in Kansas City, Missouri, where her interview was recorded. These CE sessions presented insights on abdominal and thoracic injuries in blunt force trauma cases as well as identifying and stabilizing possible traumatic brain injury and spinal cord injury. In this video, she addresses rapid change with cardiac conditions including tachycardia.

The following is a transcript of the video:

 An ounce of prevention is worth a pound of cure. So unfortunately, with medicine, it's really hard to cookie cutter things. You have to think about 

patient. What am I worried could happen with this patient and monitor accordingly? And that involves both what parameters you're monitoring. So are they on ECG? Are they on blood pressure watches? Are they on PCB watches, in addition to intervening timely, right? So if I don't want to get called at night, I can set my call parameters such that no one's ever going to call me. I might walk into a disaster in the morning, because my patient's not going to be doing well. So it's a combination of, what am I watching for, when should I at least evaluate further. Maybe I don't intervene, but at least look closer.

So tachycardia is probably one of our most common problems that we see in hospitalized patients, and it's like anything else, right? So the tachycardia, while that's what we're recognizing as a problem, is really a symptom of what's going on. And so we have to kind of think about what are the possible things that can be driving that tachycardia if we want to address it appropriately

Common causes of blunt force trauma in pets

You can also learn more and register for the 2026 Fetch dvm360 Conference in Kansas City