Presented by Daleen Slabbert – VANGON TRAINING

What makes you DIFFERENT?

Patient FLOW

Making an appointment:

When a Patient phones in to make an appointment, get the following information:

Have they been to your practice before?

Get detailed information

New patients – inform tem of payment policy

You have the power…

Some will call you a Frontline Assistant; others will call you Office Assistants; some will even dare to call you a Receptionist! Whatever you call yourself or what others call you, know this:

YOU ARE THE MOST POWERFUL PERSON WORKING IN THE PRACTICE!

You are the first impression; the IQ of the practice; the one that determines whether a patient will come back to the practice or not. You control the systems in the practice and only you can decide if your systems are effective or not.

First Impression of Reception area

It is known that 11 ‘first impressions’ is formed in the first 7 seconds a patient has dealings with you. If you

make a poor initial impression, you may spend the rest of your day trying to overcome it.

Can you name 5 reasons why patients should

choose you?

Because you are different!

Hassle free service

Caring relationship

Professional conduct

Integrity

Variety & Knowledge

Aftercare / Internal Marketing

Reasons why they choose you

Are they getting more than expected?

The Overall Experience

Hassle-free, professional, friendly, efficient & available

Are they getting Value for their Money?

How do we discuss payment?

Do they understand the full value of

your service?

BASIC STEPS ON HOW TO AMAZE YOUR CUSTOMER!

1. Body Language

2. Grooming

3. Greeting the patient

4. Listening and really understanding the patient

5. Giving your undivided attention

POSITIVE BODY LANGUAGE

SMILE. A smile is a sign of friendliness and receptivity.

OPEN POSTURE. Appear attentive and face your customer.

LEAN FORWARD. Leaning forward shows that you are alert. However, don’t invade the other person’s space.

TONE OF VOICE. Make your tone of voice show interest. In addition, don’t mumble, shout or whisper.

KEEP EYE CONTACT. Look directly at the speaker without staring.

NOD AND SHOW EMOTION. Nodding indicates agreement or just understanding of what is said.

NEGATIVE BODY LANGUAGERepeated 'baton' gestures, i.e. a repetitive rise 'n fall beating of one hand or arm

Fists - they may be received to signal hostility

Folded arms - we may know why they're folded, but the pop psychologists observing us don't!

Picking fluff, hair or other bits and pieces off your clothes as you speak. This can sometimes be perceived as a gesture signaling distaste or a desire to get rid of whomever or whatever is there at the time.

Tapping your feet or drumming your fingers. This may justifiably be interpreted as impatience or agitation.

Closing your eyes for anything other than normal blinking. We sometimes 'shut' people and images out and exaggerated closing of the eyes may read as meaning just that.

Raising your voice or allowing a sarcastic or ironic tone into it.

Rolling of the eyes.

“My abilities are not determined by the way I look!” Not true…

Your professional presence is created by the way you dress and groom yourself. An appropriate appearance demonstrates respect for you, others and the situation.

To look your best, you need to pay attention to the details of your appearance.

When we go to work, we are getting ready to perform roles, much like actors and actresses preparing to step onto the stage. How we look helps determine how our customers perceive us.

GROOMING

LISTEN UNTIL YOU REALLY HEAR

GIVE YOUR CUSTOMER YOUR UNDIVIDED ATTENTION

Think of a theatre’s spotlight. The spotlight follows the actor all over the stage and NEVER loses sight of him. The customer must be treated in the same manner – never lose sight of him! Keep them informed should the Optometrist run late; offer a cup of coffee, etc.

DEALING WITH AN IRATE CUSTOMER? Smile and show emotion

The irate customer needs to feel that you are interested and

that you are caring. Use facial expressions to show your

empathy. Nod your head to show you are interested.

Make a follow-up phone call

Phone the customer two or three days after

the complaint to ensure that the situation has

been resolved satisfactory. Or, send a letter

saying: "Thank you for bringing this matter

under our attention. It's because of valued

customers like you that we can perfect the art

of our customer service strategy….."