Aesthetic Front of House Business and Customer Service Training

First (and last) impressions matter when running an efficient clinic. As an owner or manager of an aesthetic practice, the success of your business begins with your Front of House (FOH) team – receptionists, secretaries, personal assistants, patient coordinators, call handlers, customer service managers, and administrators – they are the first and last point of contact for every single one of your patients and the driving force for patient conversion and retention. However, the diverse role of Front of House is often misunderstood, and staff are not employed or trained to their optimal potential.

How FOH represent YOU can make or break your business. They play a vital role in shaping your reputation, promoting your brand, driving appointment bookings, sales, and repeat revenue, handling complaints, and delivering exceptional, 5-star customer service that sets your patient journey and service provision apart from your competitors. If your marketing expenditure appears to be under-performing, and your diary is looking a little empty, now is the time to invest in your FOH team with tried-and-tested training to keep patients coming through your doors.

AB Aesthetic Consultant Services (ABACS) have recognised the need for structured support and training to augment the skills and confidence of all FOH staff involved in managing day-to-day clinic operational aspects, patient interactions, and communication. Delivered through the AB Aesthetic Business Academy, Master the Art of Front of House Excellence is a comprehensive, 13-module training programme tailored to the needs of aesthetic medical and other private healthcare clinics, equipping reception, operational, and administrative staff with the tools to deliver consistently optimised practice operations and customer service success.

We guide staff in understanding the nuances of the aesthetic sector, the patient journey, and the role of Front of House in clinic success. Training modules embrace effective communication and enquiry management skills and augment their knowledge of aesthetic treatments delivered in your clinic, including how to discuss these appropriately with patients. Excellent customer service is a skill to be mastered. Training delves into how to handle difficult situations and complaints management, gather patient feedback, run audits and surveys, as well as how to optimise patient retention and appointment rebooking, whilst mastering daily operational aspects and clinic flow.

Front of House is not simply a customer service role, so this all-encompassing training includes modules on regulatory compliance and working in a clinical environment – an aspect of their role where many FOH staff lack experience and understanding – alongside the retail sales and treatment upselling opportunities that can be initiated by this team. To thrive and continuously improve, Front of House staff must also learn the importance of goal setting and how they and their employer can measure their achievements using Key Performance Indicators (KPIs).