Targeted needs
Regard Action wishes to offer online training to the staff of its clinics. The needs to be met are mainly in the area of support staff (assistant opticians, consultants). Here is the role that these two functions play in an optical clinic.
Role of receptionists/optometrists' assistants
Receptionists or optician assistants are responsible for managing appointments for eye examinations. They welcome customers, open their files and prepare them for the eye examination. They carry out preparatory eye tests and ensure that customers are referred to the right services. Receptionists play an essential role in welcoming customers and providing customer service.
The role of sales advisers
Sales advisers are people who offer a service to customers in the sale of frames and ophthalmic lenses. They are specialists in frame selection and are the opticians' right-hand men. Their knowledge of optics is highly developed, and their sense of customer service is geared to customer needs.
Support staff must therefore have a highly developed sense of customer service, in addition to using sales techniques that complement the professional work carried out by optometrists and opticians. Some smaller clinics will develop their assistant optometrists to carry out reception work in addition to sales work. Others will prefer to split the work into two types of personality specific to each function. In many cases, prescription opticians will do the sales work, while in others they will finalise transactions by taking measurements and validating the choice of frames made by support staff. The formula can really vary depending on each clinic.
Training objectives
The aim of this training course is to develop Regard Action staff's understanding of the optical sector and their ability to respond to customers in a way that delivers a unique customer experience.
Good training!
*For exclusive use by members of the Regard Action cooperative.
** This training course has been made possible thanks to the participation of ophthalmic lens supplier Nikon.
