Training Programs
Customer Service – The Total Experience (1 module - 1 month)
Rekindling the Spirit of Service Excellence - a complete guide. Business is becoming increasingly complex and fast-paced. Customer service professionals have to know their product and service, their company information, the technology that supports it and how to communicate all of this to demanding customers. Even a small gap in knowledge or skills could cause huge repercussions in terms lost business.
- Building Customer Rapport and Goodwill
- Customer Expectations
- Your role as a Customer Service Professional
- Building Customer Loyalty
- Handling Complaints and Problems
- The Difficult and Special Customer
 
Successful Selling (1 Modules - 1 months) TOP
A complete guide to Successful Selling in the Optometric Industry. To bring high value to your service relationship with customers requires an understanding of how to combine sales and service effectively. This means matching product features and benefits to customer’s needs and often involves cross-selling and up-selling. You will learn to listen for cross-selling opportunities and create new opportunities. You will learn why customers resist and how to overcome it; how to clear-up misunderstandings, deal with drawbacks and overcome stalls.
This module have been designed specifically for Optometry and include practical assignments.
Managing your Debtors Book (1 Module – 1 Month) TOP
In this Module you will receive all the tools you need to successfully manage your debtors. You will receive letters to sent to patients, receive the words to use when asking for money but most of all learn how to AVOID having debtors.
Communication Skills (1 Module) TOP
Communication is an interactive process in which meaning is stimulated through the sending and receiving of verbal and nonverbal messages. It is your medium to motivate, market, direct, plan and pass on knowledge of skills. After completing these modules, you will be able to: (1) Get the right information, at the right time, to the person who needs it and (2) get your messages accepted, understood and acted upon.
- Communication within the Organisation
- Formal Communication
- Informal Communication
- Effective Listing
- Cultural Barriers
Basic Optometric Skills (3 Modules – 3 Months) TOP
This course is to equip front-line employees in the Optometric industry to become competent Optical Assistants.
Module 1:
- Systems in the Practice (Including dentors management)
Module 2:
- Customer Service in the Optometric Industry
- Telephone Skills
- Selling Skills
Module 3:
- Practical Skills
- Frames
- Lenses
- Contact Lenses
Practice Management (4 Modules - 4 months) TOP
Module 1
Module 2
- Concepts of Management
- Conducting Effective Meetings
- Implementing Change Effectively
- Effective Time Management
Module 3
- Financial Management
- Creditors Reconciliation
Module 4
- Employee Welcome Pack
- Policies & Procedures Manual
- Labour Relations Manual
- Understanding the Policies & Procedures Manual Form
- Performance Management
- Motivating Staff
The Advanced Office Assistant (5 Modules) TOP
Module B.1
- Professional Ethics
- Customer Service
- Communication Skills
- Telephone Communication in the Optometric Industry
- Time Management
Module B.2
SYSTEMS IN THE OPTOMETRIC PRACTICE
- Patient Flow
- Office Administration
- Internal Marketing
Module B.3
- Lenses and Lens materials
- Understanding the Prescription
- Measurements
- Using a Vertometer / Lensometer
- Adjusting a Frame
- Contact Lenses
- Stock Lens Management
Module B.4
- Pre-testing
- The Optometric Examination
- Anatomy and Conditions of the Eye
- Ocular Emergencies and First Aid
Module B.5
- Selling Skills in the Optometric Industry
- Selecting the Perfect Frame
- Merchandisin
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