Are you working on building a receptionist training manual? It’s one of the best tools your veterinary clinic can have, both for incoming team members and foundations for maintaining skills training for your existing receptionist team.
Get started with your receptionist training manual by building outward from three main pillars: your practice’s overall mission, a great greeting script, and a section on your company culture.
The Mission
It’s a good idea to start the receptionist training manual with a statement on your mission. What are you trying to achieve every day in your veterinary clinic? For some practices, it’s all about customer satisfaction. For others, it’s about reaching as many pet owners as possible.
Whatever your mission is, make it clear and make it strong at the very beginning of three foundations your receptionist training manual. This way, new recruits know right away why they’re doing what they’re doing.
Greeting Script
You work hard to make sure your veterinary practice delivers the same level of high-quality, personalized care to each and every client. A big part of that is your receptionist greeting script, which should always be included in your receptionist training manual. This way, every member of your front-desk team is delivering the same experience to everyone who calls your practice.
A great greeting script should include a friendly initial greeting, and then a series of prompts that guide the caller through the conversation. Since you may wish to revise and adjust this script over time. You might want to consider making your receptionist training manual a virtual document, rather than a physical one.
Company Culture
While new hires will get a sense of your company culture by simply spending time on the job. It’s a good idea to outline it plainly in your receptionist training manual. This way, everyone knows what’s expected of them and how they will contribute to the good culture that your business strives to maintain. It’s also a good point of reference for existing staff members.
Your receptionist training manual can take many forms — it all depends on the particular needs of your veterinary practice. But building out from a few main foundations ensures that you’re covering all of your bases and setting up new hires and existing staff in the best way possible.
