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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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