Receptionist Training: The Correct Image


THE CORRECT IMAGE

  • It is important to look good
  • To have confidence and build on it
  • To have a professional attitude and how to develop it.
  • Abiding by your companies policies and guidelines.
  • To work as part of a team.

THE RECEPTION AREA

  • First impressions at the desk and on the telephone are vital.
  • Organisational tips – paperwork, files and desks – are they tidy?
  • How does the reception area look from the other side – how do you think the patient/customer sees it? Does it look tidy.
  • Ensure that ALL patient information is not on view. (confidentiality)
  • Always appear to be calm (even if you feel you are not!!!!)
  • Make your reception area safe make sure there are no handbags left lying around for someone to trip over – look out for other items left lying around (boxes cables etc).
  • Are there toys left on the reception/waiting area floor, magazines for someone to slip on.
  • A good Receptionist will always take pride in her reception area.

COMMUNICATION AND PEOPLE SKILLS

  • Always use clear communication.
  • Learn the art of asking the right questions.
  • What you say and how you say it.
  •  Words that work.
  • How to avoid being misunderstood.
  • Ask the patient/customer if they are happy with what you have just told them.
  • The “smile” factor.
  • Having a positive approach

DIFFICULT CUSTOMERS AND SITUATIONS

  • Know how to handle a difficult situation.
  • Feel confident in what/who you are dealing with.
  • Identify the problem. Get to the right solution.
  • Anticipating problems before they happen.
  • Defusing a situation
  • Remember everyone is different
  • Lack of listening can prove to be damaging.
  • Use eye contact whenever possible.
  • Be alert! at ALL times
  • Know your practice policy if someone wants to make a complaint. Make sure you know where the complaints forms are kept.

KNOW HOW TO AVOID THOSE TRAPS

  • How to deal with the busiest times of day ie first thing / lunchtime
  • Rota staff to accommodate your busiest times.
  • Ensure you have backup when staff are on holidays or sick.
  • Ensure that there is always someone allocated to answering the telephone
  • Ensure that there is always someone on the front desk
  • Ensure that ALL staff has appropriate training
  • Ensure that you have policies/procedure if your computer system should go down.

and REMEMBER:

A good Service is only whatever the patient/customer thinks it is.

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