Veterinary Receptionist Training

Agenda

The Role of the Receptionist

• What role do professional Receptionists play?
• Etiquette and awareness
• First impressions count
• What makes a good/poor Receptionist?
• The consequences of poor service
• The skills of a Receptionist
• The expectations of internal and external clients
• Prioritising a busy workload and managing the reception area

Meeting and Greeting Clients

• Welcoming clients and making an excellent first impression
• Confident body language and friendly expression
• Role play

Client Care

• Building rapport, matching and mirroring skills
• Helpful attitude and acknowledging clients’ needs

Communication

• The importance of good communication
• Body language on and off the phone!
• Professional voice, tone and language – positive and negative phrases
• Active listening skills
• Effective questioning techniques
• Assertiveness techniques – passive, aggressive, assertive

Telephone Skills

• Developing a professional telephone voice
• Preparing and structuring calls
• Screening and transferring calls
• Taking messages
• Getting the most from enquiries

Handling upset Clients and Situations

• Keeping calm under pressure
• Taking control and leading situations forward
• Showing genuine interest and empathy
• Providing alternatives where necessary
• Practice

Personal Action Plans

Information

Number of delegates: up to 12
You will leave with your own workbook for future reference.

Duration: 1 day (09:30 – 16:30)