Undoubtedly the unsung heroes of the veterinary practice, a first-rate team of receptionists is vital for happy customers and commercial success. As the first point of client contact and a key representative of the company, it is imperative that receptionists have the knowledge and expertise to match their varied and demanding role. CPD Solutions and Onswitch have joined forces to provide the perfect way for receptionists to maximise their skills with minimum effort, through a new Online Mini Series.
While obviously integral, top-notch nurses and skilled surgeons cannot replace the competent receptionist team, as without an excellent initial experience clients won’t hang around to benefit from the practice’s services.
It is increasingly recognised that frontline communication training plays a pivotal role in the progression of veterinary business, says Managing Director of Onswitch, Alison Lambert BVSc MMRS MRCVS, “Onswitch have been at the fore front of driving the understanding of the veterinary customer experience for the last 13 years, so we are really pleased that the critical role of the customer experience CPD is now acknowledged as being equal to clinical CPD in its importance by many forward thinking businesses . We are thrilled to have been chosen to work with CPD solutions to deliver new customer experience programmes.”
As well as creating that all-important first impression, receptionists have an extremely diverse and challenging role ranging from managing inventories to managing people. All of this has to be achieved alongside a thorough understanding of both the commercial running of the business and the practical aspects of veterinary procedures. This gives receptionists a formidable task when it comes to fitting a lot of learning into a limited amount of time. The Mini Series will incorporate a series of core topics, providing them with theoretical background as well as the practical application. Perhaps most importantly, the ‘view again’ capability allows receptionists to re-visit the sessions an unlimited number of times, allowing them to learn a little, practice a lot and then learn a little more.
Dr Susie Coughlan, Managing Director of CPD-Solutions, says the mini series’ can offer a boost for veterinary businesses, “Today’s competitive pricing between practices means that securing a client’s return spending can depend largely on the quality of their early interactions. However, with such a busy schedule, it’s almost impossible for most vets and practice managers to provide dedicated in-house training for frontline staff, even though many appreciate how crucial it is. The mini-series allows receptionists to perfect their skills in their own time and in the comfort of their own surroundings, saving the practice valuable time and resources while enhancing the initial customer experience. At the end of the day, this is what every veterinary practice is striving for – contented clients.”
The first course commences on the 19th of February 2014 with a full programme planned for the future. Make sure you don’t miss out and sign up for your place at www.receptionistwebinars.com For more information, call CPD Solutions on 0151 328 0444.