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Front Office Associate (FOA) Training

Front Office Associate (FOA) Training. Natalie Daly Professional Development . Goals. Describe the role of the FOA and its importance Describe the importance of customer service Convert calls to appointments Manage customer files. Importance of the FOA. Converting Calls to Appointments.

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Front Office Associate (FOA) Training

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  1. Front Office Associate (FOA) Training Natalie Daly Professional Development

  2. Goals • Describe the role of the FOA and its importance • Describe the importance of customer service • Convert calls to appointments • Manage customer files

  3. Importance of the FOA Converting Calls to Appointments Known Close Rate: 50% ASP: $2000 Bilateral Rate: 80%

  4. Companion Attendance Importance of the FOA Known Close Rate: 50% ASP: $2000 Bilateral Rate: 80%

  5. Module 1 – The Role of the FOA • Objectives • Describe the FOA roles and responsibilities • Describe the importance of a FOA in a store and with the customer • Describe the five interpersonal skills required for success • Describe the four components of teamwork

  6. Front Office Associate Roles and Responsibilities • Displaying excellent customer service to our customers • Converting calls to appointments • Meeting the customer’s needs and delivering solutions • Ensuring a smooth office flow - teamwork • Performing over-the-counter sales

  7. How the FOA Impacts the Success of the Store • Communicate and represent the office professionally • Generate revenue • Organizational skills

  8. How the FOA Impacts the Success of the Customer • Ability to communicate • Communicate knowledge of hearing profession • Book an appointment

  9. Five Interpersonal Skills Required For Your Success • Customer service-oriented • Good listener • Organized • Professional • Empathetic

  10. Activity • What other skills/strengths do you have? • Page 9

  11. The Four Components of Teamwork • Having the same/shared mission • Regular communication with consultant • Respecting one another’s role within the store • Regularly-scheduled team meetings

  12. Activity - Define Teamwork • Your definition of teamwork • FOA and Consultant work together to define teamwork. • Page 11

  13. Checklists • Physical environment of office • Pre-appointment interaction • Pre-testing communications • Post-purchase/appointment experience

  14. Review of Module 1 • Describe the FOA roles and responsibilities • Describe the importance of a FOA in a store and with the customer • Describe the five interpersonal skills required for success • Describe the four components of teamwork

  15. Module 2- Providing Outstanding Customer Service • Objectives • Describe the top four behaviors in providing outstanding customer service • List the top three customer expectations • Describe the Net Promoter Score and its importance • Utilize communication tips for talking to the hearing impaired • Use an eight-step process to handle customer complaints and view them as a gift

  16. Providing Outstanding Customer Service • Responsiveness • Commitment • Reliability • Reassurance

  17. Customer Expectations • Help in solving their problems • Someone they can trust • Quality products and services

  18. Measuring Customer Satisfaction and the Net Promoter Score (NPS) • Importance of measuring customer satisfaction • Customer satisfaction survey cards • The most important question • Net promoter score • Results from surveys • What can I do to ensure customer satisfaction?

  19. Communication Tips for theHearing Impaired • SOLERS • Face-to-face communication • Avoid background noise • Speak clearly

  20. Handling Customer Complaints and “The Gift” Approach • Say “thank you” • Explain why you appreciate the complaint • Apologize for the mistake • Promise to do something about the problem • Ask for necessary information • Correct the mistake – promptly • Check customer satisfaction • Prevent future mistakes

  21. Activity – The Gift Approach • Write out the eight-step process and turn the situation into a “gift” • Use page 29

  22. Review of Module 2 • Describe the top four behaviors in providing outstanding customer service • List the top three customer expectations • Describe the Net Promoter Score and its importance • Utilize communication tips for talking to the hearing impaired • Use an eight-step process to handle customer complaints and view them as a gift

  23. Module 3 - Converting Calls to Appointments • Objectives • Describe the five-step process of converting calls. • Explain how to answer and respond to general telephone inquiries. • Describe the eleven standard appointment types.

  24. The Five Steps in Converting Calls into Appointments • Step One – The Greeting • Step Two – Assess Wants and Needs • Step Three – Advise the Customer • Step Four – Gain Agreement • Step Five – Thank the Customer and Confirm Decision • Step One – The Greeting

  25. Step One – The Greeting • Guidelines for a telephone greeting • Voice quality • Guidelines for face-to-face conversation • Small talk is a big thing • Professional responses for general telephone inquiries

  26. Step Two – Assessing Wants & Needs

  27. Step Three – Advising the Customer • The act of advising

  28. Step Four – Gaining Agreement • Methods used to gain agreement • Handling objections

  29. Step Five – Thanking & Confirming the Decision • Thank the customer • Confirm the customer’s decision

  30. Setting Appointments • 11 appointment types • Customer service self-evaluation report

  31. Front Office Job Aids • Front Office Telephone Script • Frequently Asked Questions • Successful Appointment Setting: Start to Finish • The Five Phone Guidelines • SOLERS • Empathy Formula • Manager Tips

  32. Front Office Telephone Script

  33. Frequently Asked Questions

  34. Successful Appointment Setting: Start to Finish Guideline

  35. The 5 Phone Best Practices

  36. Basic Communication Skills • S = Squarely Face the Customer • O = Open Posture (don’t cross arms or legs) • L = Lean Forward Slightly • E = Eye Contact • R = Relax • S = Smile

  37. Empathy Formula Step 1: “You seem….” Step 2: “Name the emotion” Step 3: “About ________” (describe the problem or issue causing the emotion) Step 4: “Is this correct?” (ask for clarification) Reference: Legacy Frontiers, Birmingham UK, 2008

  38. Manager Tips Here are some tips for Managers and Owners

  39. Customer Interaction Check List for Managers

  40. Activity-Role Play

  41. Review of Module 3 • Describe the five-step process of converting calls • Explain how to answer and respond to general telephone inquiries • Describe the eleven standard appointment types

  42. Module 4 – Driving Sales from the Front Desk • Objectives • Describe the FOA’s role in driving sales • Describe the four customer types that you will encounter on a daily basis • Relate the five-step process covered in Module 3 – Converting Calls into Appointments to Driving Sales from the Front Desk • Describe over the counter products and services

  43. Driving Sales from the Front Desk • The FOA’s Role in Driving Sales • The Four Customer Types • Initial phone call or walk-in • Deep dive • Second round • Quick trip

  44. Review of the Five Steps • Step One – The Greeting • Step Two – Assess Wants and Needs • Step Three – Advise the Customer • Step Four – Gain Agreement • Step Five – Thank the Customer and Confirm Decision

  45. Over the Counter Sales • Hearing aid batteries • Common assistive listening devices (ALDs) • Common products that maintain the life of hearing aids/products for the ears • Know your services

  46. Review of Module 4 • Describe the FOA’s role in driving sales • Describe the four customer types that you will encounter on a daily basis • Relate the five-step process covered in Module 3 – Converting Calls into Appointments to Driving Sales from the Front Desk • Describe over the counter products and services

  47. Module 5 – Managing Files • Objectives • Define what “working the files” mean • Describe the value of customer loyalty • Describe various customer statuses and actions to take with those customers when working your files • List the two resources that are available for following up with customers

  48. Working the Files • Working the files = customer retention & loyalty • The value of customer loyalty

  49. Working the Files • What is the customer’s status? • What is the goal? • Resources available

  50. Review of Module 5 • Define what “working the files” mean • Describe the value of customer loyalty • Describe various customer statuses and actions to take with those customers when working your files • List the two resources that are available for following up with customers

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