Client service training is one of the most important things that a manager can provide to their team, and without it, client complaints and attrition can become rampant.
One of the many strengths of iVET360 is to assist veterinarians in developing a helpful, knowledgeable, client-friendly and persuasive staff. After consulting with this hospital and analyzing the results of their initial survey, our HR and Training specialists determined that their staff was not reaching their potential regarding client support—employees’ actions and attitudes go a long way in client happiness and this hospital desperately needed improvement in these departments.
We decided that a full new-hire training program was necessary for the front office and for the doctor assistant teams. Since the receptionists were constantly interacting with clients, we rolled out a comprehensive phone skills training program to them and implemented appointment scheduling best practices training, which taught them how to use active language to book appointments and how to effectively reschedule cancellations and no-shows. After more phone consultations, we were able to analyze their feedback, which led to us rolling out treatment-plan presentation-training to their team to increase client transactions. We also enacted communication training which improved internal and external (team-to-client) interactions.