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After evaluating your current level of customer service and administrative systems, we will advise you on possible changes to enhance the day-to-day management of your business and to ensure that your customers will be locked in for life!

Practical, tried and tested systems are implemented to manage your banking, petty cash, debtors, creditors, patient flow, stock, etc. Easy quality controls are put in place.

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Facilitated Training

On-site training is offered to ensure a high level of customer care, selling skills and administrative management. When it’s geographically not possible, we use the online training program with the support of the practice manager to get the same results.  Your employees will be motivated and energised when they return to their place of work.

With these modules, I hope to entice you and your staff to try out various tips and tricks on how to ensure that nobody will ever leave your practice for another! We will look at the best ways to make people feel welcome, respected, and well treated during their visit to your practice. You’ll get great tips for smoothing the waters if problems arise – something that can happen in any business.  You will learn how to tailor your customer service to people’s individual needs to make each individual feel like a VIP.  And most of all – you will learn how to do Lifestyle Dispensing.  You will be given the skills to determine the real need of the customer and how to fulfill these needs while keeping the customer in control of the process that determines the price.

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Course material

Module 1

In this module, we discuss the front office assistant’s key role as a goodwill ambassador for an optometric practice and the importance of multi-tasking and time management.   With this new knowledge, you’ll be ready to provide great customer service – a much needed tool to differentiate one business from another!

  • Customer service – because they can go elsewhere
  • Communication skills – it’s all about how you make them feel
  • Telephone communication – converting all calls into appointments
  • Time management

Module 2

In this module, we will explore the ins and outs of scheduling and dealing with patients efficiently from the minute they walk into your practice until they are satisfied with their goods and service and have paid their bill.  We will also learn how to deal with money in the practice and about the importance of managing stock effectively.

  • Patient Flow – ensuring that your systems run smoothly and that all patients are always in focus
  • Office administration
    • This module includes the A – Z of the administrative duties when dealing with a patient –
    • Dealing with money matters (daily banking, debtors, creditors, petty cash and all office administration)
    • Managing Stock

Module 3

It is important to understand the role of the optical assistant in the practice.  Under no circumstances can an optical assistant work without supervision of the optometrist or for some of the tasks, the supervision of an optical dispenser.  This module will assist you to understand the terms used and the need for various functions in the practice.  Failure to understand it may lead to unnecessary mistakes!  We will also learn about frames, lenses and the various options available to fulfil the lifestyle needs of a patient – knowledge you may need when dealing with a patient during the sales process.

  • Scope of Practice
  • Understanding pre-testing and terms used during an eye examination
  • Understanding terms used – learning a new language
  • What are measurements for?
  • Lens types & Lens materials
  • Tints and coatings

Module 4

One of the greatest assets a practice can have is a well-trained salesperson that understands the art of identifying the customers’ needs and wants and then proceeds to exceed their expectations.  In this module, you will learn that one pair is not enough!  You will learn the tricks of selecting the perfect frame while selling solutions to eyewear needs.  We will also learn about a much-underestimated marketing function – internal marketing and end this module with merchandising rules and regulations.

  • Re-thinking your sales strategy (enhancing sales)
  • Lifestyle needs of a patient
  • Selecting the perfect frame – it’s fun!
  • Internal marketing – enhancing your business with minimum effort
  • Merchandising
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