{"id":10303,"date":"2021-06-01T00:00:47","date_gmt":"2021-06-01T07:00:47","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=10303"},"modified":"2022-06-15T17:47:58","modified_gmt":"2022-06-15T17:47:58","slug":"csr-communications-training","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/csr-communications-training\/","title":{"rendered":"The Gift of Gab"},"content":{"rendered":"

You\u2019ve undoubtedly heard the question, \u201cDo you want it done fast or right?\u201d You might respond, \u201cBoth!\u201d Here\u2019s another question: Would you rather have a client service representative (CSR) spend three minutes or six minutes quoting fees over the phone to a potential client? Given how busy your practice is, you\u2019d prefer three minutes. But if I told you the six-minute call ended with an appointment because the pet owner was impressed with the team member\u2019s friendliness and knowledge, you\u2019d likely be OK with the extra three minutes. You value both efficiency and quality service.<\/p>\n

I recently completed a mystery-shopper call<\/a> in which one of the hospital CSRs scored remarkably high. The person engaged me, communicated the value of the veterinary services and knowledgeably answered my questions. And yes, the call was a few minutes longer than most of my anonymous inquiries, but it was also efficient. If I were an actual potential client, I would have wanted to take my beloved pet to the practice.<\/p>\n

One of the most significant difficulties involving front office teams is when they don\u2019t know how to be efficient and engaging with clients simultaneously. In part, this is because practice leaders don\u2019t always fully appreciate the link between efficiency and providing the training that CSRs need to excel.<\/p>\n

Consider your front office team. Most practice owners and managers say they want their CSRs to provide exceptional client care and book appointments. When this happens, visits go up, more pets get the care they deserve and the business makes more money. But the message that CSRs often hear is \u201cWork faster\u201d and \u201cGet off the phone as quickly as possible,\u201d which can cause stress and frustration. If you want an efficient CSR team that attracts and retains clients, look closely at your training program to see how well it achieves your desired outcomes.<\/p>\n

Carve Out Time<\/h3>\n

The greatest challenge for most veterinary practices is not having an organized and comprehensive training system. Without one, managers arrange a training plan every time someone is hired, so new hires struggle to get up to speed. Trouble also arises if other team members don\u2019t help with the training. For example, veterinary nurses and assistants might resist training CSRs about client education if the task isn\u2019t one of their job duties. Another problem is not allocating time for training. The key is to have a structured program that schedules short, focused training periods.<\/p>\n

A lack of consistency with your training is also a problem. Let\u2019s say your CSRs hear that they can refill certain medications, but later they\u2019re informed that they must get approval from a doctor. It\u2019s difficult to learn, much less be efficient, if CSRs hear different instructions about hospital protocols from various co-workers. Additionally, efficiency is a challenge if the front office team has to learn and remember each doctor\u2019s preferences.<\/p>\n

Lastly, a significant pitfall is neglecting to train CSRs about client education. Efficiency goes up<\/a> when CSRs know how to confidently answer pet owners\u2019 questions, such as \u201cCan I get more heartworm prevention?\u201d or \u201cWhat does it cost to get my dog\u2019s teeth cleaned<\/a>?\u201d<\/p>\n

Here are four essential elements of great CSR training.<\/p>\n

1. Defined Orientation\/Onboarding Protocols and Procedures<\/h3>\n

Start new hires off on the right foot by welcoming them to the practice and adhering to a detailed orientation process for at least the first week. Make sure you identify who will train new hires and when. The onboarding should last at least 90 days. During this introductory period, set clear expectations for both the trainers and the new CSRs. Try to include multiple team members in the training program. This promotes teamwork and avoids putting all the responsibility on only one or two people.<\/p>\n

2. Separated Training Modules<\/h3>\n

If your practice is short on staff, throwing new hires into action as soon as possible and training them in multiple areas right away is tempting. This approach usually overwhelms people and causes poor retention of information. Instead, break training into phases scheduled at specific times so that new employees can focus on what they\u2019re learning. Typical modules include:<\/p>\n