Concierge Elite Bulletin by Faith Thompson https://padlet.com/faitht4/UPbookbulletin All the UPdates you will ever need! en-us 2021-06-28 15:53:12 UTC 2026-03-22 01:51:13 UTC hello@padlet.com https://padlet.net/icons/png/1f4cb.png Concierge Elite Updates jons9 https://padlet.com/faitht4/UPbookbulletin/wish/1793534446 1/12/2022
  • New Call Scoring Format here! - https://docs.google.com/document/d/1FNgOFSTt4IeuexcecyQ_tyIRMUT90ggx/edit
  • Q&A Tips https://docs.google.com/document/d/18kigCR3NnUn6uxHRWeyHgP55XCWkWJqx/edit
  • When faced with a question you are not able to answer right away, you have to do 2 things. You have to acknowledge the customer’s question. You do not need to repeat what the caller said. You can simply say “I understand your question, let me check on that for you”, “let me check on that for you” or however you want to put it. Always make sure you respond and never go on dead silence when faced with a question or even a rhetorical question.
  • Please Have Grammarly on your browser as an extension the free version is fine- You will NO LONGER have a notepad on the side for call notes unless it is a google doc this will help Grammarly work for you and help with punctuation spelling and other concerns in the call notes.


    NOT NEEDED BUT- if you use the version that shows the "emotion" of the text you look for 3 things--- 1. professional 2.friendly or 3.direct



]]> 2021-10-05 15:37:36 UTC https://padlet.com/faitht4/UPbookbulletin/wish/1793534446 Pender Queue jons9 https://padlet.com/faitht4/UPbookbulletin/wish/1799568728 2/1/2022

10-point coaching system

  • Please be extra careful about the forms that you fill out. Make sure that if an email is not necessary, it should not be sent. Double-check every textbox before clicking Send or Save and Close.
  • ALL transfers MUST be listed in the Transfer Sheet.
  • CTM form must be filled out in every interaction regardless of whether an email is sent or not.
  • If the email sent tagging shows up in Tag Call please do not click on Save or Save and close anymore as it will send out another email.
  • All NC/NP and EC/NP bookings must be endorsed or indicated in the New Patients section of the Outbound sheet if a previous vet needs to be contacted.
  • Starting Thursday, December 23, please pull up the profile by looking it up using the client's/caller's contact number. Afterward, ask if it's a good callback number.
Outbound Task
  • Ivy will be making phone calls and the team will be as backup.
  • With the extraction, we will follow the schedules pre-plotted Outbound Task per agent.
  • For any changes with the outbound task, it will be shown in the Outbound Sheet.




]]> 2021-10-07 12:25:41 UTC https://padlet.com/faitht4/UPbookbulletin/wish/1799568728 All Hands on Deck Queue jons9 https://padlet.com/faitht4/UPbookbulletin/wish/1799569778 Total Vision Center
Do not schedule any appts for April 14th and 15th.

Barker Animal Hospital
Subj: Urine/Fecal Sample
Q: What should they do with the fecal/urine sample they collected if they can’t drop it off during business hours?
A: “Our protocol is to have the owner refrigerate any urine or fecal samples if they are not able to get them to us before we close for the day. The sample is typically only good for 24 hours as well.”
 
Zutilla Pet Clinic
They will be closed on April 8th, Friday.

Sibley AH
Beginning on Monday, 03/14/2022, Sibley AH is allowing clients to come into the building for most appointments. We need to advise them that we are SEMI-CURBSIDE. They will need to call when they get here and wait in their vehicle until one of the staff comes to get them. At that point, only ONE person will be allowed in the building if they choose to come in with the pet (that means no kids or spouses, no exceptions). They will be required to properly wear a mask at all times.

QA Auto-fail
Not setting proper callback expectations
Example: (Answers Clinic) it's after hours, and the client wanted to make an appt. You advised them someone would call them back, but you didn't mention that the clinic was already closed or that they would be contacted within 24 hours or on the next business day, that's an auto-fail.

Valley AH Jan 28/2022

  • We can now book appts with Dr. Reed
  • Do NOT tell their clients that VAH will call them back right away or within 10-20 minutes. Say, “As soon as someone is available.” They are short-staffed. And no, don’t say that they’re short-staffed.
  • Do NOT book tech appts (boosters, nail trim, an*l gland expression, Cytopoint, etc.). Send those requests to the clinic. However, If an existing patient needs a tech appt, before you send their request to the clinic, please check if the patient had an exam in the last 12 months. If they haven’t had one in the last 12 months, offer an exam.
  • Do NOT tell new clients we have availability on X date just because you see a white spot available. White spots are for ECEP only. Red spots are for ECNP and NCNP, and we do NOT book those. What do we tell them? Tell them, “We can put you on a waitlist and have a team member call you back if someone cancels their appt.”
  • Dental cleaning is not a tech appt. It’s booked under surgery, and we don’t book any surgeries (spay / neuter / dental cleaning/extraction / mass removal)


Practice: Affordable Vet
If you get a call from Have A Heart Pet Shelter wanting to book a spay/neuter appt, please send all the details to the clinic and the clinic will book it.
Reason: Affordable Vet needs a lot of info from A Heart Pet Shelter, so it'll be easier for them if the clinic book it themselves.

Do NOT use abbreviations for the following clinics:
Sibley AH
Redwood Pet Clinic





]]> 2021-10-07 12:26:04 UTC https://padlet.com/faitht4/UPbookbulletin/wish/1799569778 Mountain Aire Queue jons9 https://padlet.com/faitht4/UPbookbulletin/wish/1799570643 11/4/2021
**Mountain Aire Veterinary Hospital**
Reminding everyone that the **Contact Name **and **Contact Number **box does not work for **Mountain Aire Veterinary Hospital**. Please make sure you input the client's name and number on the reason for call box. ]]> 2021-10-07 12:26:24 UTC https://padlet.com/faitht4/UPbookbulletin/wish/1799570643