I will be sharing some of the training that I did with Receptionists whilst working within the NHS.
My aim was to train staff in all areas of customer care. You might think that some of it is very basic and perhaps a bit too obvious. But believe me – there is nothing I took for granted.
A lot of the time I employed Receptionist that were returning to work after several years being a full-time mum, some had never worked in an office environment before and other had never worked on a Reception desk before.
Some of them did not know how to answer a telephone and deal with the call in a professional manner.
What I did see was the potential in these people, they were keen to work, were very loyal and extremely good at customer care. So my duty to them was to ensure that they were supported in every way and this included training to help them in their roles.
I believe that fully trained staff are confident staff. And confident staff are usually very good at their jobs.
We take it for granted that when the Doctors Receptionist answers the phone she knows what she is doing, the patient puts their trust in that person answering the phone.
The same when a patient comes to the desk, again the trust is put in the Receptionist to guide them to the appropriate healthcare personal. This can only be done with training. And everyone has to start somewhere.
I have seen it all too often, new Receptionists are left to a more senior Receptionist to train them – it works well most of the time, but there are areas that perhaps a mentor does not want to do.
I had senior Receptionists coming to me saying that the new Receptionist might not have been very good on the telephone, although they dealt with the call it could have been handled more efficiently. But they didn’t feel it their place to tell the new Receptionist how to answer the telephone, what to say, how to dress and how to speak to people at the Reception Desk. And I had to agree –they were busy enough doing their own tasks, busy enough having to show a new person the ropes, so I decided that every new receptionist would have “New Receptionist Training”.
We all have to start somewhere and where better with the appropriate training that is needed for the job!
My blog will share will you the contents of the training – but the best part of the training was the two-way participation – each section was analysed, discussed and if appropriate sometimes changed. I was always will to listen to new ideas and ways of improving our service to our customers and staff.
It was my experience from working on the Front Desk that set me up through my Career – so what better way is to “listen” to others – many changes, procedures and policies were put into place listening to the staff that work so very hard on the Front Desk.