Hey everyone,<\/p>\n
Thank you so much\u00a0for working so hard.\u00a0 We really appreciate it!\u00a0 Thank you to all the newer people for learning so many new things so quickly and to everyone else who has helped with training and answering questions.\u00a0 We have a great team of amazing people!<\/p>\n
Please read the following carefully.\u00a0 We have had some clients complain and some clients go elsewhere because of customer service over the phone.<\/p>\n
*We need to fit in any medical…within reason.\u00a0 For example- if we have one doctor here that is booked and we have a potential bloat on the phone then you would refer that client to emergency.\u00a0 It needs to be explained to the client that we are referring you to emergency because we are concerned that your pet is going to need intensive care and potentially over night care and that is going to be the best place for your pet.\u00a0 DO NOT SAY WE ARE TOO BUSY OR DO NOT SAY BECAUSE WE JUST HAVE NO TIME OR BECAUSE WE JUST HAVE ONE DOCTOR HERE…..THE CLIENT NEEDS TO UNDERSTAND THAT WE ARE REFERRING THEM GO ELSE WHERE BECAUSE IT IS IN THE BEST INTEREST OF THE PET!\u00a0 But if we have a client on the phone that’s pet is showing sign of a uti then we do what we can to see that patient that day.\u00a0 We had an existing client that called us because her pet had signs of a uti and she was told that we had an available appointment in 4 days…..they asked for their records and got in somewhere else that day.\u00a0 So please do what you can to get a sick patient in to be seen the same day.<\/p>\n
*Routines can wait.\u00a0 If a client calls to get an appointment for vaccines then try to book the appointment out a week or two.\u00a0 We do not need to “fit them in or squeeze them in”.\u00a0 If the pet needs to get in for vaccines for boarding then obviously the appointment may need to be scheduled sooner than that.<\/p>\n
*Phones should come first.\u00a0 Try not to leave people on hold.\u00a0 If you are in reception and a client walks in and the phone is ringing then wave to the client, acknowledge the client with a smile and finish your phone call first then help the client after that.\u00a0 Thank the client for their patience.<\/p>\n
*If we have a third receptionist who is working upstairs that day then that receptionist is in charge of answering the phone.\u00a0 Obviously if she is on a call already then the other receptionists will need to help out with the phones.<\/p>\n
*If you see a line on hold.\u00a0 Pick it up and ask the client if they have been helped.\u00a0 Do not just assume that they are being helped.\u00a0 The sooner the client on the phone is helped, the better.<\/p>\n
*Do not spend too much time on a call.\u00a0 Obviously be pleasant and help the client with what they need but do not prolong the call any longer than necessary.<\/p>\n
*Our clients come first.\u00a0 We would not be here with out them.\u00a0 We need to be polite, courteous and try what we can do to offer exceptional customer service.\u00a0 Please be patient, be kind and make the clients feel important.<\/p>\n
Thanks everyone!\u00a0 Let me know if you have any questions, suggestions or ideas!<\/p>\n
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Hey everyone, Thank you so much\u00a0for working so hard.\u00a0 We really appreciate it!\u00a0 Thank you to all the newer people for learning so many new things so quickly and to everyone else who has helped with training and answering questions.\u00a0 … Continue reading