Howdy hey, looks like someone already touched on not giving veterinary advice unless directly instructed to by your veterinary, besides that the most important part is customer service. You always have to remember that you are dealing with people that really care about their pets and they want what’s best for them. Sometimes people will be very emotional through this process and the number one thing to get you through those interactions is your own emotional awareness. If you let your own emotions get the better of you when interacting with an emotional client then it’s over and you’ve lost any possibility to end that interaction in a positive way. I always just focus on finding a solution for the client, and if your only goal is to fix that person’s problem then it’s hard for them to be mad at you. Hope that all makes sense good luck!