T1: Importance of Vet Receptionist Flashcards
The receptionist is what the clients perceive in terms of?
level of care given
professionalism
How does a client judge how ‘good’ the practice is?
personal presentation, behaviour, verbal and non verbal communication and telephone manner
personal presentation, behaviour, verbal and non verbal communication and telephone manner will impact?
- Client loyalty to the practice
- Repeat business
- Fewer complaints
- Improved customer satisfaction
- More word of mouth referrals
- Improved compliance to instructions
- Increased trust in advice and treatments
- Greater willingness to spend money
What are the 10 commandments of good client relationships?
- Clients are the most important people in our practice — in person, by mail or by phone.
- Clients are not dependent on us. We are dependent on them.
- Clients are not an interruption of our work. They are the purpose of it.
- Clients do us a favor when they call. We are not doing them a favor by serving them.
- Clients are a part of our business. Do not treat them as outsiders.
- Clients are not “statistics.” They are flesh-and-blood human beings with feelings and emotions like our own.
- Clients are not people to argue with or match wits. Nobody ever won an argument with a client.
- Clients are people who bring us their wants. It is our job to meet those wants.
- Clients are the lifeblood of this practice.
- Clients are deserving of the most courteous and attentive treatment we can give them.
What does a first impression entail?
- initial telephone conversation convinces the client to schedule the appointment
- the initial sensory perception generated by what they see, hear, smell, and feel upon arrival sets the expectations of the professional visit
- which is then confirmed via the initial non-verbal and verbal interaction.
What is professional image?
physical appearance, personality, perceived organization, mannerisms and common courtesy, service and product knowledge, and how stressful situations are handled.
How should you dress as a receptionist?
- conservative appearence
- . In the wild, animals wear the same “clothes” all day triggering an expected reaction in other animal. Humans, however, confuse the issue by dressing in many different ways. Dress must exude professionalism.
- excellent personal hygiene
List the critical skills for receptionist success
- communication
- client service
- professional knowledge of services and products
What is active body language?
- nodding, eye contact, and appropriate use of the body extremities send positive or negative messages before you ever say a word.
- smiling
- holding eye contact
- posture
- speech
- listening
What are the steps for effective listening?
- letting the speaker talk without interruption,
- staying involved
- avoiding prejudgment
- checking for understanding by paraphrasing
- avoiding debate
- listening for the real needs and concerns of the owner which may be quite different from what they are actually saying.
- Practice good manners by allowing the speaker to finish without interruption.
What is the 3 second rule in relation to listening?
always wait a minimum of 3 seconds after you think someone has finished speaking before you respond.
This causes a perception you are thinking about what they said as well as allows them time if they wish to add a final thought.
clients must perceive that they are… and you can do this by…
most important
by asking questions and thanking them
Some qualities of the exceptional receptionist person include:
- Being a strong advocate of all veterinarians in the practice and the services offered
- Excellent telemarketing skills
- Ability to remain calm in stressful situations
- People skills
- Self confidence
- An understanding of the inner workings of the hospital
- Effectiveness and efficiency through streamlining procedures
- Great attitude and self-esteem
- Professional knowledge
- Communication skills
- Loyalty, and reliability.
