Training Doesn't Work. Front Desk Managers In Audiology & Hearing Aids Are Costing Clinics Thousands Of Dollars Each And Every Month Without Anyone Knowing.

Discover How You Can Quickly And Easily Get Your Front Desk Manager Trained To Convert More Calls Into Appointments,
Provide Better Customer Service,
AND
Generate MORE Revenue From The Front Desk...
Without The Hassle and Cost Of Traditional Training Programs

Background:

The concept for FrontDeskAcademy.com was developed following a series of very disappointing “mystery shopping” phone calls made to 60 audiology and dispenser offices nationwide. The result of these calls showed a failure to not only ask for appointments consistently, but a complete failure to gather contact information.

 

FrontDeskAcademy.com is an online certification program. Going beyond traditional methods of training, FrontDeskAcademy.com requires that the participant complete quizzes, skill drills and homework assignments before moving on to the next module. Ongoing discussion and reinforcement is encouraged as studies show that training without reinforcement results in 87% of knowledge being lost within 30 days following training.

 

Program Description:

Each online session lasts, on average, 30-45 minutes. Following each presentation, the participant is given a homework assignment and is required to complete a quiz. It is only when the student passes the quiz with a score of 93% or higher that he or she may continue on to the next module.

There are 14 weeks of training modules that comprise the curriculum for certification.

 

Upon successful completion of all modules, the student participant must pass a 100-question Final Exam with a score of 93% or higher to become certified. Training Modules are focused on the primary job functions of the Front Desk Manager...to support the fiscal goals of the business owner while providing exceptional customer service.

 

Modules included are:

Module 1 - Setting Goals for Excellence: A review of the role of the Front Desk Manager including skill requirements and the importance of goal setting to achieve excellence in the position.

Modules 2 & 3 - The Formula for Success: The Formula for Success espoused by FrontDeskAcademy.com is described. Designed to help the Front Desk Manager stay on track throughout every patient interaction, the purpose of the Formula for Success is to teach the Front Desk Manager how to support key business goals...increasing revenue, growing referral and repeat business and ensuring a return on marketing investments. The Formula is designed to:
• Create a great first impression
• Establish credibility
• Help the Front Desk Manager book more appointments and support fiscal goals
• Improve job satisfaction
• Meet employee expectations
• Help more people improve their lives through better hearing.

Modules 4 & 5 – Delivering Unforgettable Customer Service: These modules review ways to create value in your products and services and how to create customer loyalty. Critical customer service skills are identified and discussed.

Modules 6 & 7 – Introduction to the Hearing Profession: These modules are designed to give the Front Desk Manager an overview of hearing loss and the basics of how the human ear works. It is the position of FrontDeskAcademy.com that is important for the Front Desk Manager, as the person who most often creates a first impression, to understand and know as much as possible about the hearing industry to establish credibility with the patient.

Module 8 – Communication Strategies and Tips for Speaking to those with Hearing Loss: This module reviews the signs of hearing loss, motivational factors that can help encourage treatment and the importance of developing listening skills and speaking tactics for communicating with those who have hearing loss.

Module 9 – The Art of Answering Patient Questions: Emphasis is placed on developing succinct answers to patient questions and the ability of the Front Desk Manager to manage and take control of the call in order to recommend that an appointment be booked. Answers to Frequently Asked Questions are reviewed.

Module 10 – Overcoming Objections: A process for dealing with resistance to booking an appointment by the patient is reviewed. Common objections are discussed.

Module 11 – Generating Revenue from the Front Desk: This module reviews ways to systematically work the database, sell ALDs and maintain and help manage special events.

Module 12 – Grassroots Marketing: Discussion centers on understanding the competition, developing public relations strategies, physician marketing tactics and community building and networking opportunities.

Module 13 – How to Handle Customer Complaints: A 5-step process for problem resolution is outlined.

Module 14: Games You Can Play to Reinforce Learning/Final Exam Review: The importance of role playing and keeping track of progress is discussed. Tools to support these components are suggested. A suggested review for the Final Exam is outlined.

Take action now, sign up for our certification program.

 

Sign Up Today - Choose Your Clinic Size: