UPbook

It’s easy to get bogged down in the day-to-day operations of your business, ultimately forgetting to ask yourself an important question: why are you doing what you’re doing? Of course, you’re in business to help as many of your clients as you can—you’re in business to make a difference! If you think you and your team could use a bit of a boost in this department, try filming a “We Believe” video. What is a “We Believe” Video? A “We Believe” video is just what it sounds like: a video of you and your staff members making statements about what you believe when it comes to your business. Make a short film proclaiming what you believe the ultimate goal of your business is; what you think you can achieve as a team; where you plan on being in five years; what you believe is the most important aspect of your service to your customers. Videos like these do more than boost morale (although they’re very good at that, too!). A “We Believe” video utilizes the incredible power of pers...

If you need to hire a good front desk person, there are some key qualities that you will want to look for. Your front desk receptionist is the personification and face of your practice and can have a huge effect on how your patients feel about going to you for treatment. While every office operates a little differently, there are some crucial duties that often fall under the umbrella of the front desk. Read on to learn about some of the most critical dental receptionist duties. Basic Dental Receptionist Duties Dental receptionists may have a wide range of tasks, including scheduling appointments, taking payment and billing information, answering phones, greeting customers, and confirming insurance information. Prior experience in the dental industry is a definite plus. Some other things that may make an application stand out include training in medical terminology, insurance practices, office administration, clerical work, business management, and/or customer service. Good c...

When it comes to training front desk agents, good service is always given prime emphasis. But what is the difference between good service and poor service? Majority of customers would have a similar answer-- that is, the attitude of the person who delivered the service. Why would anyone go back to doing business with an establishment when they receive poor service from the front desk agent? Indeed, the quality of the product or services offered by a business establishment won’t have a say when it comes to good customer service; instead, it is the behavior of the people with whom they are doing business and their customer experience. One important activity during the training of front desk agents is role-playing in which one assumes the role of a front desk agent with poor customer service skills and the other person as the customer. After the activity, let them share their perceptions and their inputs. Oftentimes, you need to put yourself in the shoes of the customer so yo...

One of the most important responsibilities of front desk agents is to deliver quality service to customers. The life of a business highly depends on customers who keep coming back and bring others along with them. Suffice to say, each customer should be treated with the same respect and courtesy, regardless of whether they are new or frequently doing business with the company. Customer concerns should be acted upon immediately, even though how trivial it may seem. This is one of the best ways to show customers that they are important. Remember that time is of the essence to everybody. Any delay in meeting a customer’s needs can cause dissatisfaction that could eventually lead to losing them, even the most loyal ones. The prompt action reflects the high standards that your company continues to live up to day in and day out. If you are in the process of looking for a front desk agent, Up Book can help you find the right person who is well-trained for the job.

When meeting your customers’ expectations, it is not enough that you achieve some or even most of them, the ultimate goal of an outstanding front desk agent is to meet them all. Yes, this is possible, although it can be a challenge especially during peak times when the phone keeps ringing, the counter is backed up, and some personnel called in sick. Well-trained front desk agents have their hearts and minds set on meeting the expectations of each customer while striving to deliver service par excellence. Here are some excellent ways to meet customer satisfaction: l   Remember that customers always come first l   Listen carefully to your customer and learn to ask the proper questions so you will really have a clear picture of what your customer needs or wants l   Providing excellent service is always a top priority l   Know the top 20 customers by name l   Be a good team player by willingly pitching in to help other company staff maintain over...

In addition to sending automated follow-up emails after an appointment, there are other methods for helping to build customer loyalty after you’ve made a sale or provided your service to a client. In fact, these methods can often be included in those same follow-up emails! Newsletters and promotions are two great ways to keep your clients involved and build loyalty at the same time. Newsletters Newsletters are a great way for virtually any service-based business to connect with their existing clientele and also give prospective customers a window into the world of the establishment. They tend to bring a smile to your customer’s face—newsletters truly let the client feel as though they’re included in the daily goings-on at your business. Try including feel-good sections highlighting recent news stories about your business or recent successes; a get-to-know-you section about your newest team member; industry happenings and how your business will follow the trend… the possibili...

The ability to engage clients/customers is a very important responsibility of a front desk agent. This can go a long way in improving customer satisfaction and loyalty. Here are highly effective tips that UPBook constantly reminds front desk agents to help dramatically improve the delivery of quality service to consumers: Personalize the customer experience Each customer should be made to feel that they are the only customer by giving them a personalized experience based on their needs. Ask questions Learn to ask questions, opinions, feedback, or suggestions and be sure to acknowledge them, and ACT on them. You may not be able to do all of them but your acknowledgment speaks volumes about how each client is taken seriously. Be nice Being at the front desk means you will be meeting people of varying moods and temperament. An agent must be ready to meet each one with a ready smile and individual attention.

When in the customer service industry, being prompt is of optimum importance. The client should never have to wait. If the waiting is inevitable, the agent should be quick to apologize for the delay and make sure that those customers who are waiting are comfortable while they wait for an update. Front desk agents should be welcoming. But this does not only pertain to a warm welcome or greeting. Customers should be welcomed graciously by the agent whose attitude should tell the clients that he/she is ready to be of service and that you are happy and honored because they are patronizing your business. The welcome should make the customers instantly feel they have made the right choice in choosing your business. The initial greeting and the welcome that a front desk agent extends to a client will stir feelings of excitement as they look forward to the rest of the service experience. However, be sure that the welcome is genuine; there is a thin line that separates genuine welcome a...

In every business, the front desk plays a very important role because it is the center of the flow of information. They are the “frontliners”, the first line of customer service. The work of a front desk agent does not only involve entertaining guests but also keeping records, answering queries and concerns, and a host of other tasks that are essential to the business. Front desk agents should be eager to serve; this is the first step of service. Many potential clients have walked into a business and left before they were served; this is a scenario that is quite common. Potential clients leave if the agent does not show any sense of urgency to serve or the clients could feel an obvious sense of apathy by the staff. People can easily feel the apathy, especially if the agent is not welcoming and courteous, and looking as if they’d rather be anywhere else than being at work. If you are in the process of looking for a front desk agent , UPBook can help you choose the rig...

The job of a front desk receptionist isn’t simply to check people in and point them to the waiting room. A good front desk receptionist will answer questions, greet customers in a friendly, efficient way to make customers feel relaxed and welcome, and generally make visits as smooth and positive as possible. A good receptionist can help build customer loyalty; a bad one can drive clients right out the door. But what are some of the top receptionist skills and qualities to look for? Read on to find out. Computer Skills Candidates don’t have to have a degree in a computer-related field to work at a front desk. However, being familiar and comfortable with basic office suite programs, including word processing and spreadsheets, is very beneficial. Even if you use other software, a good grasp of these foundation programs will definitely make it much easier for your front desk receptionist to pick up other software programs. Keep People Coming Back With A Positive Attitude ...

According to the Bureau of Labor Statistics, there are currently 1,053,700 front desk jobs in the marketplace, and that number is expected to grow at a rate of nearly 10% each and every year. Of course, with more jobs comes more competition in terms of applicants. So how can you know which candidates to shortlist? Start by looking for these seven top receptionist skills and qualities. Professionalism – The front desk clerk is often the first impression a prospect or customer gets of a business, either in person or over the phone. As such, the ability to represent that company in a professional manner is absolutely essential. This is why a high degree of professionalism tops the list of most important receptionist skills and qualities for an employer to look for. Communication – The ability to communicate well, both in writing and verbally, is something every good front desk agent should possess. Be sure to look for candidates who have a proven track record of strong, effec...