Customer Service
The first thing that should be done when a client walks in the clinic
What is make eye contact and say 'hello'
A method for easier client checkout
What is saving a credit card on file?
A tool used at the assessment to address client goals, convey prognosis, and develop a plan
What is a Care Plan?
Be warm and friendly. Be interested in them as a person. Have a sense of humour. Show empathy. Be relatable.
What are ways to help the client 'like' you
What should be said if a person tells you they are on their period?
When a client calls with lots of questions you are not sure about and wants to speak to a therapist.
When should a Discovery Call be offered?
Extended pelvic session. Pelvic + ortho concern. Post-partum visit.
When should a 45 minute session be booked?
The frequency in which a treatment plan should be reviewed.
What is each session?
The person who will guide the client through their healthcare journey, step-by-step
Who is the therapist?
1st time: grace. 2nd time: $30
What is our late cancellation/no show policy?
Create an experience that goes above and beyond their expectations.
How can you provide great customer service?
Motor Vehicle Accident claims (special instances), Workplace Injury claims, OHIP, Ontario Works
What are funding programs do we not typically accept?
Ask them what their expectations are - at every session
How can we ensure we meet a client's expectations?
Follow-up promptly. Communicate with care providers if needed. Be true to your word. Have the client's best interests at heart. Be truthful, genuine, sincere, and knowledgeable when communicating with clients.
What are things you can do to build client trust?
Offer the remainder of the appointment to be used as productively as possible
What should be done when a client comes in late?
An alternative treatment option that should always be offered when a child is sick or client is busy.
What is a virtual appointment?
Unfortunately, the receipts issued need to be factual - in terms of the date, service provided, and treating therapist
What should be said if someone asks if a receipt can be altered for their insurance?
A system to help you check in with client progress after a few weeks/month(s).
What is the Fall off Tracker?
Interests, hobbies, food, travel, weekend plans, sports, exercise routines, family life, fashion, hair, TV shows
What are easy ways a client can get to 'know' you without being too personal?
Find out more information (what happened, what they tried, how long it lasted, how bad it was). Escalate to therapist (phone/email depending on severity). Therapist follows-up promptly.
What should be done if a client expresses worsening of symptoms?
To keep the schedule full for clients to be seen in a timely manner, and to maintain forward progress towards treatment goals.
Why should we offer a waitlist?
A way to verify how your Registration Number is being used.
What is the Sales Report?
Summarize findings. Outline client-specific goals. Discuss proposed treatment. Shared decision making for visits. Discuss how to overcome possible barriers. Book all appointments. Upload to client chart.
What is the flow of how a treatment plan should be used?
Internal system used to determine client satisfaction
What are Jane Reviews?
Send a congratulations postcard! (Did you know those exist?). Send a congratulations email! Let them know you are here for them if they need.
What should happen if your client has their baby early and cancels their appointment?