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

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

Search engine shares the top 10 questions people asked about dogs and cats in 2014.

Vetcetera: The complex topic of canine fear-related aggression

A guided tour of resources for addressing this popular and complicated subject, featuring advice from Dr. John Ciribassi.

Reality TV and the veterinarian: Discussing mainstream dog training advice with clients

Your clients may be getting behavior advice from cable TV. Get your opinion in the mix.

Blog: Election results pose obstacles for veterinary prescription law

Flip in U.S. Senate's majority may slow progress of Fairness to Pet Owners Act.

7 steps to a better relationship between veterinarians and rescue groups

A DVM in the city shares his advice to veterinary practices for working with rescues.