Better Solutions<\/strong><\/h3>\nIf you want to increase efficiency and leverage your front office talent, now is the time to modify your training program. The following five steps will help you create an expert team ready to serve pet owners better.<\/p>\n
1. Organize the Guides<\/strong><\/p>\nMake sure the materials exclude information that belongs in a job description or employee handbook. Next, organize all the content into separate categories in a notebook. Be sure to insert an index at the front and use dividers for each topic so team members can easily find what they need.<\/p>\n
For each topic below, include basic information, followed by a frequently asked questions section.<\/p>\n
\n- Preventive care guidelines:<\/strong> Vaccine protocols and the features of the flea, tick and heartworm preventives you stock.<\/li>\n
- Scheduling protocols:<\/strong> Which services a veterinary technician handles, and how many surgeries and procedures to schedule each day.<\/li>\n
- Clinical signs:<\/strong> What constitutes an emergency, and which questions to ask pet owners.<\/li>\n
- Hospital policies:<\/strong> Payment options, prescription refill protocols and how to handle medical record requests.<\/li>\n
- Nutrition recommendations:<\/strong> Guidelines for healthy diets.<\/li>\n
- Surgery protocols:<\/strong> Pre-anesthesia instructions, admission requirements and postoperative patient care.<\/li>\n<\/ul>\n
2. Create a FAQ Log\u00a0 <\/strong><\/p>\nThe front desk team should track client questions they were unable to answer. Each month, transfer the list and the appropriate answers to the training guides.<\/p>\n
3. Assign Client Care Liaisons<\/strong><\/p>\nEach day, designate one or two technical team members to answer questions if a CSR needs help. Ideally, this is a rotating, shared responsibility.<\/p>\n
4. Utilize Standing Meetings<\/strong><\/p>\nSchedule 15-minute training sessions every week or two to discuss common client questions. If you have a large workforce, you might meet with half of the CSR team one week and the other half the following week. A knowledgeable team member should lead an interactive meeting where everyone practices responses. For example, you might pose lab work questions such as:<\/p>\n
\n- \u201cWhat is this charge on my invoice for a cystocentesis?\u201d<\/li>\n
- \u201cWhich tests are included in a senior profile?<\/li>\n
- \u201cWhy does Jake need to have a pre-anesthesia profile?\u201d<\/li>\n<\/ul>\n
Advise less-experienced team members and new hires about the discussion topic beforehand so they can prepare by reading their training guides.<\/p>\n
5. Hold Coaching Conversations<\/strong><\/p>\nStart by telling a front desk team member, \u201cI want to help you learn to respond to client questions.\u201d Then, address a topic by asking an open-ended question such as \u201cWhat have you done so far to find the information?\u201d or \u201cHow could you get the answer you need?\u201d<\/p>\n
Additionally, review the barriers that hinder learning. You might ask a CSR, \u201cWhat do you need to know more about to help our clients better?\u201d or \u201cWhat challenges do you experience in your training and when seeking someone else\u2019s assistance?\u201d<\/p>\n
When your CSRs confidently answer a pet owner\u2019s question, your practice runs smoother and team members experience less stress. Moreover, a knowledgeable front office team leads to greater compliance, helping more pets get the care they deserve.<\/p>\n
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