This document provides guidance for front office staff on how to positively impact the patient experience. It emphasizes the importance of first impressions, effective communication, and demonstrating care for the patient. Specific tips include smiling, making eye contact, active listening, addressing patient concerns, and ensuring patients understand their value and the value of the practice's services. The goal is to help patients feel welcomed and to encourage them to return.

1. Presented by Daleen Slabbert – VANGON TRAINING
What makes youDIFFERENT?

2. Patient FLOW
 Making an appointment:
When a Patient phones in to make an
appointment, get the following information:
Have they been to your practice before?
Get detailed information
New patients – inform tem of payment
policy

3. You have the power…
Some will call you a Frontline Assistant; others will call you Office
Assistants; some will even dare to call you a Receptionist!
Whatever you call yourself or what others call you, know this:
YOU ARE THE MOST POWERFUL
PERSON WORKING IN THE PRACTICE!
You are the first impression; the IQ of the practice; the one that
determines whether a patient will come back to the practice or
not. You control the systems in the practice and only you can
decide if your systems are effective or not.

4. First Impression of Reception area
It is known that 11 ‘first impressions’ is formed in the
first 7 seconds a patient has dealings with you. If you
make a poor initial impression, you may spend the
rest of your day trying to overcome it.

5. Can you name 5 reasons
why patients should
choose you?

6. Because you are different!
Hassle free service
Caring relationship
Professional conduct
Integrity
Variety & Knowledge
Aftercare / Internal Marketing
Reasons why they choose you

7. Are they getting more
than expected?

8. The Overall Experience
Hassle-free, professional, friendly, efficient & available

9. Are they getting Value for their Money?
How do we discuss payment?
Do they understand the full value of
your service?

10. BASIC STEPS ON HOW TO AMAZE YOUR
CUSTOMER!
1. Body Language
2. Grooming
3. Greeting the patient
4. Listening and really
understanding the patient
5. Giving your undivided
attention

11. POSITIVE BODY LANGUAGE
SMILE. A smile is a sign of friendliness and receptivity.
OPEN POSTURE. Appear attentive and face your customer.
LEAN FORWARD. Leaning forward shows that you are alert.
However, don’t invade the other person’s space.
TONE OF VOICE. Make your tone of voice show interest. In
addition, don’t mumble, shout or whisper.
KEEP EYE CONTACT. Look directly at the speaker without
staring.
NOD AND SHOW EMOTION. Nodding indicates agreement
or just understanding of what is said.

12. NEGATIVE BODY LANGUAGE
Repeated 'baton' gestures, i.e. a repetitive rise 'n fall
beating of one hand or arm
Fists - they may be received to signal hostility
Folded arms - we may know why they're folded, but the pop
psychologists observing us don't!
Picking fluff, hair or other bits and pieces off your clothes as you
speak. This can sometimes be perceived as a gesture signaling
distaste or a desire to get rid of whomever or whatever is there
at the time.
Tapping your feet or drumming your fingers. This may justifiably
be interpreted as impatience or agitation.
Closing your eyes for anything other than normal blinking. We
sometimes 'shut' people and images out and exaggerated closing
of the eyes may read as meaning just that.
Raising your voice or allowing a sarcastic or ironic tone into it.
Rolling of the eyes.

13. “My abilities are not determined by the way I look!” Not true…
Your professional presence is created by the
way you dress and groom yourself. An
appropriate appearance demonstrates respect
for you, others and the situation.
To look your best, you need to pay attention to
the details of your appearance.
When we go to work, we are getting ready to
perform roles, much like actors and actresses
preparing to step onto the stage. How we look
helps determine how our customers perceive
us.
GROOMING

14. LISTEN UNTIL YOU REALLY HEAR

15. GIVE YOUR CUSTOMER YOUR
UNDIVIDED ATTENTION
Think of a theatre’s spotlight. The
spotlight follows the actor all over the
stage and NEVER loses sight of him.
The customer must be treated in the
same manner – never lose sight of
him! Keep them informed should the
Optometrist run late; offer a cup of
coffee, etc.

16. DEALING WITH AN IRATE CUSTOMER?
Smile and show emotion
The irate customer needs to feel that you are interested and
that you are caring. Use facial expressions to show your
empathy. Nod your head to show you are interested.
Make a follow-up phone call
Phone the customer two or three days after
the complaint to ensure that the situation has
been resolved satisfactory. Or, send a letter
saying: "Thank you for bringing this matter
under our attention. It's because of valued
customers like you that we can perfect the art
of our customer service strategy….."