Train your team with your on-hold message

Train your team with your on-hold message

May 01, 2010
By staff

Your carefully scripted on-hold message says a lot about your practice. And it makes a great training tool for new team members, says Tami Schorno, practice manager at Chuckanut Valley Veterinary Clinic in Burlington, Wash. "Each time a new employee starts, among the various forms and handouts I give them, I include a copy of our on-hold script," she says. "Not only is this helpful for when clients ask specific questions about what they heard while on hold, it gives immediate insight about the products and services we recommend. It's a good start to help a new employee learn who we are."

Schorno says her practice's on-hold message was carefully scripted to include information about the clinic's 20-year history in the community, its mission statement, and the many services the practice provides. "This is especially helpful for new receptionists because there's so much for them to learn," Schorno says. "This gives them a foundation to start building on before they start answering phones and assisting clients."

Hot topics on dvm360

Pol on defense as Michigan veterinary board discusses negligence charges

Controversial reality TV veterinarian calls his approach 'common sense.'

Photo gallery: The top 10 veterinary schools in America, according to U.S. News

U.S. News & World Report ranks programs for the first time since 2011.

Front Desk Disasters, Episode 3: Dude looks like a lady

Everyone's favorite receptionist is at it again. Would you handle this situation differently?

Video: Flea hideouts in the house

Parasitology expert Michael Dryden, DVM, MS, PhD, reveals prime hideouts for fleas—and gives tips to clear them out of clients' homes for good.

Veterinarians: Your clients are going to Google with these cat questions

You might be surprised by what your clients are researching. Plus, get an educational client handout.