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Veterinary Receptionist Training

Who should attend Veterinary Receptionist Training?

As the first person many people encounter in their contact with your business is the receptionist, they have a vital role to play in creating an excellent first impression.

Suitable for all Medical Receptionists/Front-of-House Team members in veterinary practices, dental surgeries, opticians, and GP surgeries.

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)

What our customers said

“Karen Froud-Murray of Vital Spark Consultancy presented our Receptionist Training for White Cross Vets’ 2^nd Congress. It took place over a full day and was an interactive session with our Group Receptionists. Karen was very professional and made the training enjoyable. Each part of the session made you think about the role you play as part of the White Cross team, and how you could adapt to improve.

I would highly recommend Karen and would definitely invite her to present for us in the future.”

Karen Lawrence
Administraton Manager
White Cross Vets

“Karen is professional and customer-centric. She has a positive, forward-thinking attitude and is an excellent trainer. Whether working on a one to one basis or with groups Karen inspires others to achieve their very best.”

Wendy M

We are members of

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What our clients say...

“Karen Froud-Murray has mentored me in my current role of Regional Sales Manager for over two years. As with any role involving people management and leadership, there have been various situations where it has been necessary to seek advice from a third party: luckily for me that was Karen. Karen’s mentoring skills are excellent and she really makes you challenge yourself and the way that you think about situations, ensuring that the skills and attributes required to be a strong leader are continually developed. Karen is energetic and persistent in her approach, she encourages and fosters an environment of self-development and self-discovery and she has played a fundamental role in my development as a Regional Sales Manager and leader.”

Jane, Regional Sales Manager