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Veterinary receptionists are familiar with pet owners who are panicking about sick pets and calling the clinic. Considering that this pattern is predictable, there should be urgent-care slots in the daily schedule so sick patients can be examined the same day. There may be a need for additional slots on Monday, Friday, and Saturday. These are days when practices usually have a higher volume of sick patients brought in. Experts recommend that at least 20% of exams per day should be urgent care slots that should be allotted to sick patients. Because the total number of urgent-care patients may not be the same every day, use last week’s schedule as a guide to determine how many slots you will allot for the present week. Scheduling appointments in a busy veterinary practice is not an easy task. During veterinary receptionist training , this is one of the important topics that are thoroughly discussed.

When customers have a concern or question about the products and/or services that the particular company is offering, they expect these issues to be addressed in record time. Customers can become impatient and disgruntled when they are forced to wait while the receptionist finds somebody who can address their concerns. There are also instances when customers are forced to make several calls to the business because they are unsatisfied with how the receptionist handled their concerns. When things like these happen, it can be a confidence buster in your company and your products. To avoid this, business establishments should have a protocol in handling situations such as this. The protocol should be included in the receptionist training manual . It should include a compilation of commonly asked questions and concerns of customers and how they should be addressed efficiently to the satisfaction of the customers.

When a customer walks into the building, a friendly face at the reception area can set the tone of the customer’s experience. Receptionists should be trained to make customers feel comfortable as their concerns or queries are addressed by phone, face-to-face, or by email. A smile can radiate positive vibes to everyone around you. Smiling before picking up the phone can even be felt by the person at the other end of the line. In addition to helping customers with their concerns, front desk receptionist duties also include anticipating the needs of customers even if they don’t ask for any help. If the company offers additional services, make sure that your customers are informed because they might also be interested. A secret ingredient in value-added services is to follow up to make sure that the customer is satisfied with the company’s products and/or services.