Linda, this is one of the more interesting posts when it comes to the different ways that "customer service" is applied in the everyday world. I don't know that I have seen a post from someone in the veterinary world here before.
I gather your position is one that has its share of customer service topics, since you are close to issues that involve compassion and patience as well as business needs (we usually say "empathy" rather than "compassion" in non-medical circles, but compassion itself is in this context). A practice needs to be successful in order to stay on its feet. People management ones too. I haven't met a lot of people in this field, but I did get some insight recently in one case and discovered that "office politics" can exist at the place where we take our treasured pet - or our race horse or our livestock, I guess. Look what happens when you put people into a context. They all turn out like people.
I have no idea how to be a Practice Manager for a veterinary practice, but I hope I have identified at least some understanding of the skill that must go into this from a customer service and management standpoint. There must be a lot of financial to it too and liaising with other businesses and organizations. (Again, relevant stuff, like with banking institutions and companies that manufacture or supply and distribute, etc.).
Linda, I took a minute to think about what a "Practice Manager" is, because my earliest reaction was to think about how an environment that must require compassion for animals in jeopardy can be easily applied to the kinds of topics addressed here. Misnomer, right? | 
