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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 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 Known Close Rate: 50% ASP: $2000 Bilateral Rate: 80%
Companion Attendance Importance of the FOA Known Close Rate: 50% ASP: $2000 Bilateral Rate: 80%
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
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
How the FOA Impacts the Success of the Store • Communicate and represent the office professionally • Generate revenue • Organizational skills
How the FOA Impacts the Success of the Customer • Ability to communicate • Communicate knowledge of hearing profession • Book an appointment
Five Interpersonal Skills Required For Your Success • Customer service-oriented • Good listener • Organized • Professional • Empathetic
Activity • What other skills/strengths do you have? • Page 9
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
Activity - Define Teamwork • Your definition of teamwork • FOA and Consultant work together to define teamwork. • Page 11
Checklists • Physical environment of office • Pre-appointment interaction • Pre-testing communications • Post-purchase/appointment experience
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
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
Providing Outstanding Customer Service • Responsiveness • Commitment • Reliability • Reassurance
Customer Expectations • Help in solving their problems • Someone they can trust • Quality products and services
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?
Communication Tips for theHearing Impaired • SOLERS • Face-to-face communication • Avoid background noise • Speak clearly
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
Activity – The Gift Approach • Write out the eight-step process and turn the situation into a “gift” • Use page 29
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
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.
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
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
Step Three – Advising the Customer • The act of advising
Step Four – Gaining Agreement • Methods used to gain agreement • Handling objections
Step Five – Thanking & Confirming the Decision • Thank the customer • Confirm the customer’s decision
Setting Appointments • 11 appointment types • Customer service self-evaluation report
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
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
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
Manager Tips Here are some tips for Managers and Owners
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
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
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
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
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
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
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
Working the Files • Working the files = customer retention & loyalty • The value of customer loyalty
Working the Files • What is the customer’s status? • What is the goal? • Resources available
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