The optimal performance of your front desk team is essential to keeping your practice going strong. These employees are often the first that clients come into contact with, which means they play a huge role in shaping the impression people get of your clinic. Making sure that impression is positive should be a top priority. One way to ensure that your front desk team provides the best possible service is to arm them with organized front desk training. Here are a few options for doing so.
Develop a Front Desk Training Manual
One of the fastest and least costly front desk training options involves creating a manual that documents the role, duties and expectations of your receptionists. In this manual, you can include as much detail as you’d like and then provide new employees with a copy that they must commit to studying and learning. This option is not without challenges, however. In particular, it lacks the impact that hands-on training can provide. This is why most veterinary clinics use a manual as a starting point for formal front desk training.
In-Person Front Desk Training
Another way to ensure optimal performance of your receptionists is to either appoint someone within your practice who will serve as a trainer or hire someone from outside. The trainer can then provide hands-on lessons on everything from telephone etiquette to equipment and software management. He or she should also effectively teach your front desk representatives about the policies, procedures and culture of your practice. The issue with this option, however, is both time and expense. Internal trainers are pulled away from their normal duties and external ones can be costly.
Front Desk Training Software
Investing in front desk training software can be a more cost-effective option when compared to in-person training. Formal training using software will typically entail the basics of front desk etiquette as well as some customer service tutelage. The main challenge of this type of training, however, is that it is rarely industry-specific. So, some training modules may be irrelevant to your needs while other important areas may not be covered at all. For this reason, many practices chose this as a supplemental component of a larger front desk training strategy.
Virtual Front Desk Training
The fourth option for front desk training, and one which addresses most of the challenges the other options present, is virtual training. Rather than relying on a paper manual or training that is not geared specifically to the veterinary industry, virtual front desk training is interactive, engaging and can be tailored not only to the industry, but to your practice specifically. Furthermore, it is also less disruptive than having an internal employee handling your training and is typically much less expensive than hiring out. Lastly, in addition to the basics of front desk management, virtual training can also educate your receptionists on how to increase profits through activities like forward-booking and upselling.
Without question, the front desk is the hub of your veterinary practice. It is where first impressions are made and lasting impressions are solidified. Your front desk team is capable of delivering an exceptional client experience, improving retention and boosting your practice’s bottom line. But none of this is possible without adequate training. The four options listed above should provide you with some key information to help you make the best decision for your practice.
To learn more about our targeted, tailored front desk training options, for more details, contact us today!