This year, many veterinary practices have moved to some form of telemedicine as the need for contactless service has arisen. Whether or not things will return to the way they remained to be seen — but telemedicine was around before the coronavirus pandemic of 2020, and it will be around after. Veterinary receptionist training for telemedicine applications is a good idea no matter what happens in the future.
Here are a few simple tips on getting your front desk up to speed on veterinary receptionist training for telemedicine.
Maintain the Usual Customer Service Excellence
Rule number one once you’ve implemented telemedicine at your practice: maintain the customer service excellence that your clients are used to. Luckily, your front-desk staff should already be pros at delivering top-notch service over the phone. Still, it’s always a good idea to bush up on this during veterinary receptionist training that covers telemedicine.
Develop New Scripts
If time allows, try developing new phone scripts for the front-desk staff. Following a script can make things go much more smoothly, especially during a time when things aren’t being done like they normally are. Veterinary receptionist training should include information on following a script to guide the customer to the appropriate resolution of the call. It may be easiest to adjust your existing scripts to fit the current telemedicine model.
Make the Payment Structure Clear
Keep in mind that when telemedicine is implemented, customers won’t be able to pay via credit card or cash at the front desk like they usually do. Include information on payment methods in your telemedicine veterinary receptionist training so that front-desk staff members are clear on how this will all work. For most practices, paying over the phone via credit card is the simplest solution.
Use Electronic Communication to Your Advantage
When veterinary care is conducted largely over the phone, things can get lost in translation. Consider using email or texting with customers so important information doesn’t go unheard. When you’re implementing veterinary receptionist training on telemedicine, make sure to cover this area of service so that customers fully understand their pet’s care needs.
Unsure about implementing telemedicine? Need more information on veterinary receptionist training? UPbook phones can help. You can even use the service to route customer calls to your reception team members in their homes, and call out from home as the clinic’s number. Don’t delay — find out more about UPbook and UPbook phones right now.
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