8 tips for training your front of house staff to manage your enquiries
As your practice grows you will need to take steps to ensure that you have the right staff in patient facing roles, whether reception or administration skills are your priority.
You may recruit someone who has a track record in working in roles on reception or in office administration, however this does not mean that they’re going to be great at booking callers into your diary for consultations and treatments. Having a proven track history in a customer service environment is valuable, but not essential to developing the ideal skills to support your practice growth. To do this You’re going to have to commit some time and resources into training, be it one member or several– they are after all the front face of your business. I’d like to cover areas of training that I believe are essential to achieving the best front-line support possible for your practice:
1) Understanding the aesthetic client: It’s really important that your staff have an insight into your clients, and can show an understanding of what makes them ‘tick’, for example:
2) Understanding what makes for great customer service: Discuss great customer service with your staff. Think about situations where you’ve received excellent customer service and poor service, then discuss them, in turn asking your staff to do the same. You want them to have a high benchmark in their minds. When we do this exercise here at AR during training it almost always comes down to whether or not the caller feels as though they have been listened to and heard!
3) Staff should be equipped to answer questions: Ensure that you equip your staff with the right information to enable them to answer a range of typical questions, for example:
4) Equip your staff to overcome objections: Any one taking calls will be faced with objections and it’s important that they learn to handle them rather than fear them. Objections are an opportunity to build a relationship with the caller. Objections may be related to:
5) The importance of data capture: Your staff need to ensure that they capture the contact details for every new caller. Not everyone will be ready to book a consultation during their first call and you need to be able to follow them up. It’s also important for you to know where the caller has heard about you from, especially if you are running different adverts, online campaigns and events:
6) Key motivators/triggers: Train your staff to ask what has prompted the call to your practice ‘today’. Clients will almost always have a trigger that’s led to them picking up the phone. Your staff should confidently refer to the trigger during their conversation with the caller, identifying with their needs. These motivators/triggers can be things such as:
7) The use of words: Using the correct language important during conversations with clients. Open and closed sentences are very important as we should avoid YES and NO – these words cut off the conversation flow, for example:
8) Listening and re-affirming: Teach your staff to listen carefully to clients and to then repeat back main points of the conversation to show they’re engaged and listening. Remember 2 ears 1 mouth! For example:
Whilst all of the 8 points above will contribute to developing your staff, they’ll not make a real difference if you don’t employ the right person to start with- look for a warm, engaged person who’s genuinely interested in what you do right from the work go!
For information about how we can support your practice please call us on 0191 7203000