Veterinary practice owners and managers invest in the medical and technical components of the practice but often skip one of the most important areas of client interaction - the front desk. Every team member makes an impression on clients. The receptionist, however, often makes the first and last impression on each client. For many clients, the voice on the phone and the face on the other side of the front desk can be the most influential person in the practice. Each and every client will evaluate your practice. Most clients will not be able to grasp in detail the level of training and experience of the doctors and technicians, nor the cost and usefulness of the latest piece of cutting edge equipment, nor the well developed medical protocols.
It is at the front desk that the client forms the majority of his or her opinion of the practice. What message is your front desk team sending to clients? In today’s difficult economic times, can your veterinary practice can afford to NOT have front desk superstars? Yet, front desk superstars are not born but trained. Unfortunately, receptionist training is often neglected, with new receptionists being "thrown to the wolves" with "trial by fire" the only training provided. Can your practice afford to lose clients to poor customer service? Can your practice afford the turnover costs associated with untrained, burned-out front desk team members?
This 8-week course provides a thorough and very informative introduction to the role of the veterinary receptionist. It is important for every team member, regardless of position, to understand the crucial role of front desk customer interaction. The skills and knowledge that makes a great receptionist are skills and knowledge every team member must have. It is not limited to those who work “up front” but these skills are needed at every point in the client’s experience at the practice.
While this course directly relates to the role of the veterinary receptionist, it contains information and training applicable to all roles within the team. It will enhance the skills that many individuals’ possess, while teaching skills that new team members will need in order to contribute to the success of the team.