Michael Brown

Time is precious. It is vital in every stage of responding to customer complaints. Customers are leaning on the most convenient way to interact with the companies and have their voices heard. It is a wise idea to have someone like a receptionist to deal with this matter. However, addressing their concern is very important because the customers tend to be irritated if responses are late or delayed. If possible, do not tell them to wait, or place their calls on hold or in the alternative, ask them to email instead. A receptionist must be considerate and mindful of the benefits of short waiting times. This is where the receptionist script comes in. Phone conversations must be light and animated and any complaints or inquiries must be addressed to avoid escalating the matter. The company should show the customers that they value them because this makes them feel at ease. It is therefore important that the people assign in this position are fit and qualified to make it work.

Receptionists hold an important position in a company because they are the primary individuals whom visitors and customers interact with during their visits or calls to a business establishment. To be well-prepared to tackle the role, they must be well-trained in attending to customers whether in person and over the phone. It is therefore important that they know how to properly treat and handle customers to generate a good impression. Receptionists must be effective in the performance of their jobs. They should also possess proper knowledge on the duties and responsibilities of the job. Enrolling in receptionist courses and attending relevant training are important in order to be fit and competent in delivering the best customer service possible. The receptionist course and training should be interactive in order to really deliver what is needed in the program, like ways to greet guests and customers and even co-employees. They must also solicit from the customers the reason for the visit or call and respond to it in a timely fashion.

Receptionists are considered as the face of the company. They serve as the first impression for customers, which is vital feedback for the business. This is how crucial the role of the receptionists is when it comes to promoting the business. The following are some tips to ensure lasting positive impressions with customers: • Project professionalism – as the first persons to welcome customers, make sure to make their experience as positive and enlightening as possible. Make customers feel that they are important to the company and show them what the company has to offer. • Put on your best personality when greeting arriving guests. Never forget that a greeting isn’t just the words that you utter, it’s also the way you deliver it. “Good Mornings” and “Good Afternoons” should be delivered with a voice that’s equally inviting and warm. This is where a standard receptionist greeting script can be used. • Get to know your client’s name. Pay close attention to how it’s pronounced. These minor touches can make customers feel important. Do make sure that any form that the customer needs to fill-out is made ready without hassle to him.

Real-time telemedicine may not have been something your veterinary practice explored a few months ago. But now that the COVID-19 pandemic has changed the way that industries of all types — the veterinary realm included — do business, it’s probably on your radar. You might even be on the search for free real time telemedicine for veterinary practices. There are multiple types of telemedicine, and many forms of telehealth as a general concept. Real-time telemedicine, though, generally refers to a video conference between a veterinarian or a member of the support staff and the client, along with their patient. This allows for contactless service, something that’s highly sought after during these unprecedented times. But that’s only one of many free telemedicine benefits for veterinary practices. Telemedicine benefits your practice in a myriad of ways, but it also goes beyond that. Telehealth in general is a good thing for care providers and specialists, as well as the patients who are on the receiving end of the service. In short, it helps everyone, and is especially useful during a time like this when we simply can’t do business as usual. It’s likely that your practice is running a form of curbside service, wherein pet owners drop off their companions in your parking lot for care, then either wait or return at a later time for pickup. The logistics of the appointment are conducted over the phone, or perhaps at a socially safe distance outdoors. There is absolutely nothing wrong with this approach, but be aware that a free telemedicine program for veterinary practices can work well to either supplement the curbside model, or feed it. Many of the minor appointments — prescription refills, quick follow-ups, etc. — can be conducted over a video conference, saving your physical practice from being overwhelmed with appointments. Plus, the video conferences can “feed” the physical practice if your veterinarians or support staff note something wrong during the appointment, or if the pet owner requests it. (More on this concept later). Let’s take a closer look at the advantages of free telemedicine in the workplace and how they impact your veterinarians and support staff, clients and patients, and the practice as a whole. Advantages for Your Veterinarians While it’s true that most veterinarians would greatly prefer to see all of their clients and patients in person, that’s simply not possible right now. And it’s likely that free remote healthcare for veterinary practices isn’t going away anytime soon — some experts predict that the pandemic has changed the face of healthcare permanently, and that telemedicine appointments will be used normally long after COVID-19 and associated restrictions are a thing of the past. A free telemedicine platform for veterinary practices gives veterinarians many advantages. They include: ● Quicker appointments: Rather than going through the time-consuming process of coming to the clinic, checking in at the front desk, and waiting in the lobby before actually seeing the vet, clients have connected with their veterinarian instantly thanks to the telemedicine technology. This makes things simpler for the veterinarian as well as the client, and it allows your vets to see far more clients and patients than they might otherwise. And the appointments themselves will be quick and easy, as a telemedicine appointment cuts out much of the small talk and other idiosyncrasies that may take up extra time in the clinic. ● Fast follow-ups: Free real-time telemedicine for veterinary practices also makes follow-up appointments quick and easy. Post-operative checkups, rechecks for medication effectiveness, and other minor follow-ups can easily be performed over a video conference. And in the same way that general appointments are quick and easy, so are follow-ups. Plus, veterinarians can schedule more follow-ups, more often. That’s a benefit for revenue and patient health. ● Greater reach: One of the greatest advantages of a free telemedicine program for veterinary practices is that it allows your veterinarians to reach a far greater number of clients and patients than they might otherwise be able to. This is especially true for clients in rural areas, who may not be keen on traveling long distances to reach the physical practice. Now, thanks to telemedicine technology, veterinarians can reach those clients as easily as anyone else. ● Easy connection with specialists: Keep in mind that a free telemedicine platform for veterinary practices doesn't just connect veterinarians with clients and patients. It can connect them with other veterinarians or specialists if they need a second opinion, and the video aspect may be beneficial versus a simple phone call. Plus, veterinarians can even attend virtual conferences or continuing education seminars as the pandemic rolls on, keeping up their skills and knowledge without ever having to leave town. ● Lower chance of burnout: Telemedicine platforms allow veterinarians to see more patients, more efficiently, and easily connect with other vets or specialists for help if necessary. All of this works toward another great advantage of this kind of approach: it greatly reduces the chance of burnout among your veterinary staff, especially in veterinarians themselves. Work-related exhaustion is a serious problem, especially among healthcare professionals, and especially during times like these. ● Feeding the physical practice: As mentioned above, veterinarians can use free telemedicine in the workplace to “feed” the physical practice, encouraging physical appointments when necessary that generate revenue. If the vet notices a problem during the appointment or the pet owner brings up a concern, they can be invited to bring their pet to the practice. In this way, your veterinarian — even if they have to remain quarantined at home — can still serve as a powerful revenue-generator for the practice. Advantages for Your Clients Pet owners are the next group that benefits from free secure telemedicine for veterinary practices. And it’s more important now than ever to achieve a high level of customer satisfaction — with some pet owners having to make the choice between veterinary care and other expenses, you’ll want to provide the best experience possible in order to keep that patient base you enjoyed before the pandemic started changing things. Here the advantages of free remote healthcare for veterinary practices that clients can enjoy: ● Fast, easy appointments. In the same way that telemedicine benefits veterinarians by creating fast, easy appointments and allowing them to see more patients as a result, clients receive those same advantages. It’s a huge time savings for pet owners, as they simply have to connect over a secure internet line to see their veterinarian. There’s no travel needed, which is a particular advantage for clients who live far away from your practice’s physical location. Simply put, telemedicine saves your clients a huge amount of time when it comes to pet care, and that makes it even more likely that they will seek out your services on a regular basis. When they can easily fit it into their daily schedules, clients are that much more likely to call your practice. ● Lower cost: Multiple studies have demonstrated that telemedicine in the human healthcare world tends to incur significantly lower costs for the patients who receive care through this medium. And one of the great things about free secure telemedicine for veterinary practices is that it’s also a lower cost for pet owners. A big part of that is the travel aspect — pet owners, especially those who live in rural areas or far away from the practice, don’t have to spend the money they would otherwise pay for gas, meal, and potentially lodging, depending on the situation. That’s a huge customer-retaining advantage, and it serves your clients well. ● Less stress: Since pet owners stay at home for telemedicine appointments, the entire experience is less stressful. There’s no chasing after the cat to stuff them into their carrier, there’s no anxiety reaction from the dog when they realize they’re going to the vet’s office. The client simply has to show the veterinarian their pet over the video screen and have a conversation. The ability to have a stress-free, nearly instant checkup or follow-up appointment is a big draw, and it’s a big advantage for your clients. ● Contactless service: Let’s not forget the core benefit of free remote healthcare for veterinary practices: it’s completely contactless. In the time of COVID-19, when we’re all trying to maintain our safety and sanitation, it’s far easier to take care of many appointments in a contactless way. And video conferencing technology makes it easy. Many of the same advantages of free telemedicine in the workplace that apply to clients apply by association to their pets — the reason that you do what you do in the first place. Let’s take a look at some of the key benefits for pets themselves. Advantages for Your Patients Of course, the patients themselves are at the center of the care model of your veterinary practice, even with the modified service you’re likely running at this time. And free telemedicine benefits for veterinary practices extend to them as well. Here are some of the great advantages of remote healthcare for pets themselves: ● Better health: The greatest benefit of free telemedicine in the workplace for pets is that it provides them with better healthcare. Patients can be rechecked more frequently and more often, or as many times as may be necessary. And if a pet owner has a question or concern about their pet’s care, it’s no trouble for them to contact their veterinarian for an appointment. The same is true for simple appointments, like prescription refills or quick post-operative follow-ups. Simply put, having that instant connection to a veterinary team, with the ability to visualize the pet themselves, means that the patient receives better care in just about all ways. ● Less stress: Since pets don’t have to leave home in order to be seen by their veterinarian, their stress level during the appointment is virtually zero. This is another way that telemedicine makes for better care, as a patient who isn’t nervous or writhing about is much easier to examine. Any pet owner who has dealt with a pet who hates going to the vet’s office can appreciate this benefit! In the same way that a free telemedicine program for veterinary practices puts far less stress on the pet owners, it’s far less stressful for the patients themselves. And that’s good for everyone involved. ● More pets seen: Thanks to the greater reach that telemedicine services provide for veterinarians, pets who may not otherwise be seen by their veterinarians can secure appointments. And that’s especially true for pets who are difficult to take to the vet’s office, like large dogs, pets with disabilities, pets with severe anxiety, etc. Again, it makes things less stressful for those patients while greatly expanding the reach and overall number of pets who can receive care. More pets getting the veterinary care they need, including ones who may not otherwise have easy access — that’s a huge benefit for our animal friends. When your patients, clients, and practitioners benefit from free real-time telemedicine for veterinary practices, it all comes together in a bigger picture: your practice succeeds. Let’s take a closer look at some specific advantages for your practice. Advantages for Your Practice Many experts believed that telemedicine was the direction that the veterinary industry was heading before the COVID-19 pandemic struck. And they may have been correct — many clinics already had some form of free secure telemedicine for veterinary practices in place, and it’s only become more essential now that our business models have adjusted to the new normal. Some of the many benefits of telemedicine platforms for your practice include: ● Revenue boost: A free telemedicine platform for veterinary practices can actually boost the clinic’s revenue, potentially in a big way. Part of that is because of the ease of use — more patients are likely to seek out your services when they don’t even have to leave home, even for minor health concerns or simple medication refills. And because you can schedule more rechecks more frequently, you can make up some of the revenue that might otherwise be lost thanks to the lack of a physical appointment. Consider this: instead of charging $50.00 for one recheck, now you can charge $29.99 for each recheck, ultimately creating a profit from those appointments. Multiply that by all the patients you see in a day, and you have a significant revenue booster. And don’t forget that that boost applies to every veterinarian you have working for your practice. ● Time savings: Telemedicine programs also help save your practice’s staff a lot of time. Just as it’s a time-savings benefit for pet owners, the same is true for your staff. Gone are the hassles of checking clients in and out, coordinating patients coming out of exam rooms to the front desk and vice versa, and having patients reschedule their appointments. Clients and patients are checked in remotely via the telemedicine platform, which only takes moments, and clients are far less likely to skip their appointment (more on that later) or need to reschedule. All of this equals a big time-savings for your veterinarians and support staff, and that time savings means they can fit in more clients and patients in a day, again contributing to the greater revenue scheme. ● Fewer readmissions: Because of the efficiency and effectiveness of free real-time telemedicine for veterinary practices, including the ability to easily re-check as often as necessary, providers are able to manage patients’ care very well. And that means fewer readmissions to the practice. So, you’re building money on the appointment end while reducing the amount of times the same patient needs to come back for care. ● Fewer no-shows: Clinics who struggle with a high no-show rate (meaning that a client has scheduled an appointment and doesn’t show up, but also doesn’t send any notice beforehand) can benefit from a free telemedicine program for veterinary practices. The ease of telemedicine technology makes it far simpler and easier for clients to keep their appointments, because all they have to do is link up using the equipment they already have at home. And during the pandemic, as people make a point to stay home as often as possible, there are even less scheduling conflicts likely to get in the way of a scheduled appointment. Consider implementing a telemedicine program and see how it affects your practice’s no-show rate. ● Maintaining the client base: Let’s not forget that telemedicine has become an essential part of your business model thanks to the COVID-19 pandemic and that in and of itself is a huge advantage of this kind of technology. That’s because it helps you maintain your client base as the pandemic wears on. If your practice had to close outright and remain dark for months on end, clients would need to seek services elsewhere. Free secure telemedicine for veterinary practices allows your clinic to remain open and serve clients, especially if you’re located in a hot spot as far as COVID-19 cases or an area that’s heavily locked down. Simply put, it’s your lifeline to keeping revenue flowing as the pandemic continues over time. A boost in revenue, fewer readmissions and no-shows, time-savings for your staff, and the ability to keep your all-important client base during a time when it definitely isn’t business as usual — these are free telemedicine benefits for veterinary practices that you can’t do without. Drawbacks to Work Around When Implementing Telemedicine It’s only fair, now that we’ve considered many of the great advantages of free real-time telemedicine for veterinary practices, to consider some of the drawbacks that you may face. That way, you can take the necessary steps to either avoid them or work around them. ● Clients need to adjust to the idea: Some clients aren’t as quick as others to come around to the idea of telemedicine. And it’s hard to blame them, as most pet owners would still greatly prefer their animal companion be seen physically by a doctor, especially in more serious cases. You may have to “coach” your client base on the benefits of telemedicine, both for them and their pets. Make it clear that should a serious concern crop up, the physical practice is always available — pets can be seen physically if necessary assuming you’re running curbside service. It’s just that many of the more low-impact or routine appointments make sense to be conducted via telemedicine, and it’s safer and easier for everyone involved. ● Your team needs to adjust to the idea: Be aware that your veterinarians themselves may take time to adjust to the idea of using a free telemedicine platform for veterinary practices. They, of course, would much rather see patients in person. It might be necessary to explain the financial benefits of using this kind of approach for now, getting your veterinary team used to the idea that telemedicine is, at least at the moment, a necessary tool to have at your disposal. ● Clients need the right technology: Another challenge of telemedicine in the veterinary realm, and telehealth as a whole in almost every niche of healthcare, is that the users need the right technology (a computer or mobile device with a webcam and microphone). This isn’t possible for every client, especially older ones, low-income families, or those in extremely rural areas. This is a challenge that is still being addressed across the world of telehealth — unfortunately, there isn’t an easy solution. How to Implement Free-Real Time Telemedicine for Veterinary Practices We’ve learned about the many advantages of free real-time telemedicine platforms, for providers, patients, clients, and practices alike. And we’ve taken a look at some of the drawbacks of the approach, necessary as it may be. But the question remains: how do you implement a telemedicine program in the first place? UPbook is here to help. The FREE Veterinary Telemedicine App gives your practice full telemedicine capabilities in a simple mobile application, and it couldn't be easier to set up. You’ll have things up and running in 10 minutes or less. It’s a great solution for veterinary practices, especially if you have to implement this approach in a pinch, or if team members suddenly need to self-quarantine. Learn more about the FREE Veterinary Telemedicine App. UPbook Remote Office is another great tool to use when transitioning your practice to a telemedicine approach. Your front desk can be run virtually, even from front-desk staff members’ homes. You’ll enjoy features like the ability to send and receive calls as the practice number from home, send and receive faxes, schedule telemedicine consults, and much more. Learn more here if you’re interested in UPbook Remote Office. Telemedicine isn’t going anywhere, with or without the COVID-19 pandemic and a potential second wave. Free real-time telemedicine for veterinary practices is your way of staying on the cutting edge, allowing you to continue serving the clients and patients who need your help the most.

Telemedicine and teletherapy were around long before the COVID-19 pandemic hit in early 2020 and started to change the way healthcare facilities did business. But this mode of client care wasn’t exactly popular or widely used — it didn’t have to be when clients could easily come into the clinic and speak with their provider face-to-face. But that all started to change in the late winter and spring of 2020. As lockdown measures went into place and people stopped visiting their local healthcare practices — often because of government restrictions, if not simply out of a sense of self-preservation or public health duty — these industries started to see a shift. Now, real-time telemedicine for health facilities has started to become a necessity. As 2020 rolls on, using technology to provide client and patient care in a remote fashion is something that many businesses find themselves doing. It’s either that or shut the clinic doors until the pandemic passes — and it’s hard to predict exactly when that might be. Of course, providing healthcare advice via a video, phone call, or other remote vehicle is far different than providing it in person. And one concern that this brings up is HIPAA compliance, or compliance with the Health Insurance Portability and Accountability Act of 1996. Owners need HIPAA compliant teletherapy for their businesses so that they don’t have to worry about running afoul of the Act’s provisions. In this article, we’ll take a closer look at the ins and outs of telemedicine, how HIPAA software for healthcare facilities can impact your bus iness in the time of COVID-19 and beyond, and discover the best solution when looking for a HIPAA secure teletherapy platform. What Exactly is Telemedicine? Telemedicine is simply the delivery of healthcare services remotely (outside of an in-person setting) by using any combination of different communication technologies to facilitate doctor-client connections. Basically, it involves using technology like video and phone calls to diagnose and treat patients, rather than seeing them physically in the office. Asynchronous Telemedicine vs. Synchronous Telemedicine Telemedicine can be asynchronous or synchronous. Asynchronous telemedicine means that information is sent at one time but received at another. This includes things like sending a client a text message to let them know their order is ready, leaving them a voicemail message, or emailing about an update on a procedure. Essentially, the practice sends out this information, and the client views it on their own time. Your healthcare facility is very likely already doing this, of course. So, in a way, you’ve already been practicing telemedicine in one form or another. Synchronous telemedicine, on the other hand, involves a real-time interaction between clients and doctors. This is the relative newcomer to the field, and the one that’s been thrust into the spotlight and given a heightened position of importance thanks to the COVID-19 pandemic. Real-time telemedicine for healthcare facilities could include a simple phone call, something that we’re all used to, but the term more often refers to a face-to-face video conference between a doctor (or a member of the support staff in some cases) and the patient or client. The patient can describe their symptoms verbally, or show physical signs or symptoms that are visible on the body via the webcam. This can allow the doctor to start forming an initial diagnosis. Obviously, telemedicine in this form doesn’t come without its problems. Diagnosing health issues over a webcam will simply never be the same as seeing the patient in-person and being able to physically exam them, run tests, etc. And it of course brings up questions of compliance and liability, i.e. how does one implement HIPAA compliant teletherapy? Is there existing HIPAA software for healthcare facilities? At the moment, however — thanks to COVID-19 and the social distancing measures that are required to halt it — the telemedicine approach is the best we can do. Telemedicine Terms To make matters more confusing, there are all sorts of terms and subcategories within the realm of telemedicine and telehealth in general. You may come across some of these terms while you research and implement telemedicine strategies at your facility. Here is a quick reference point on some of the most common telemedicine terms that you’re likely to encounter: ● Teleconsulting: a subcategory of telehealth in which a general practitioner uses telemedicine tools (video conferencing, phone calls, etc.) to communicate with a specialist of some sort. This communication allows the general practitioner to gain insights and advice on the care of a patient. ● Telemonitoring: the remote monitoring of patients who are not at the same location as the provider. The use of a portable glucose monitor and a wearable monitoring device that captures a patient’s vital signs are just two examples of this sort of technology. ● Teleadvice: involves the provision of any health information, opinions, guidance, or recommendations that are NOT related to a specific patient’s health. This might involve things like sending emails or texts that patients should receive annual wellness exams or preventative medications; again, this is something that your facility is probably already doing. ● Teletriage: assessing whether or not a patient should receive immediate referral to a physical location or not, especially under conditions of uncertainty or urgency. Even though there are all sorts of industry-specific terms in the world of telemedicine, you don’t have to necessarily be familiar with them to be successful in your implementation of telemedicine services. Remember: you already use telemedicine, or telehealth in general, in many forms — you just didn’t call them by that name. The question to ask now is this: are you ready to start offering virtual clinical services via video conferencing to assess, diagnose, and treat patients? And what is the best way to do that? What Can Telemedicine Do For Your Practice? The appropriate use of real-time telemedicine for your business can enhance care by facilitating communication, diagnostics, treatments, client education, scheduling, and other clinical and business-related tasks. And it’s safe to say that even more benefits will become apparent as telemedicine sees increased use the longer the pandemic wears on. This approach can cover a great deal of potential presentations that don’t require the patient to visit their provider in-person. Even something as simple as a prescription refill request based on an emailed photo of sutures, for instance, can be done without an in-person visit. And there are plenty of other examples, like: ● Post-operative follow-up appointments... ● Dermatological issues... ● Hospice care... ● Environmental hazards or concerns… ● Long-term care monitoring… ● And much more. So, we’ve seen that the telemedicine approach is a viable way to continue “seeing” patients even while practicing social distancing measures. How can this help your business? Maintaining Profits Through Lockdown The first great benefit of telemedicine during this difficult time is the obvious one: it helps your business to remain profitable during a time when clients and patients are not coming to the clinic in the way they normally would. We’ve seen the impact that social distancing and government restrictions have had on many other types of business — restaurants, bars, hair salons, retail shops — and facilities in the healthcare sector are lucky to be considered essential in many cases. And thanks to technology and the power of telemedicine, we can remain profitable even while navigating the COVID-19 pandemic and the resulting economic impacts. Staying Successful Even If Team Members Must Quarantine A dire situation that some businesses have had to face is this: several team members, or a doctor, or multiple doctors, are in quarantine for at least 14 days and can’t come into the physical practice. How does that practice remain open and ready for business?

A call recording set-up ceases to be a luxury or non-essential investment for a company. It has become a vital tool in sales and customer care. Recording actual calls is vital in evaluating interactions between the company’s customer relations agents and its clients. A call recording set-up offers several advantages to a business operation. These include the following:  Play-back of recorded conversations between customer relations agents and customers will give you an insight about how the staff handle these interactions by phone.  Evaluate the performance of your staff and identify their positive and weak points so additional training can be given.  Recorded calls are vital tools for mentoring and feedback.  Client feedback about your product can be given to specific company departments to see what the key areas for improvement are.  Recorded calls can also be used as evidence in case there are complaints filed by clients about the company’s products and services. When setting up a call-recording system, training should be provided so your staff will know how to record incoming calls properly.

Interactions over the phone should be treated with the same urgency as those that happen face-to-face. The lack of physical gestures means that receptionists should pay close attention to the conversation and promptly address customers’ queries in a warm and appropriate manner. They must take into significant consideration that clients who phone the company are pressed for time and are generally wanting quick answers for their questions. It is imperative that a receptionist greeting script is followed to ensure that clients know and familiarize themselves with the company brand. In addition to this, phone transactions are a great avenue to “sell the business”, since the receptionists will likely be the first individuals that clients will be in contact with it’s best to build good rapport as first impressions last long. In the same way that customers hate to be idle on the front desk, the same thing applies to customers on the phone, even to a greater degree as they have no visual feedback on what’s going on. Thus, it is the primary concern of the receptionists to appraise the customer as frequently as possible during calls.

For receptionists to deliver top-rate customer service while consistently being efficient in administrative and clerical tasks, they will need specific training to reinforce skills that they already possess. Some of these skills include the following: • Oral communication skills - Training can help improve a receptionist’s grammar and accent. • Personality - People are drawn to receptionists who are friendly and approachable, and helpful. Self-confidence is also an important trait that can show during interactions with people. • Telephone skills -- Receptionists should learn phone etiquette and handling difficult clients over the phone. They should learn how to answer the phone properly and make each phone interaction a positive client experience. • Basic computer skills -- With computers helping accomplish a lot of work in many offices, receptionists should know how to use basic computer software. Additional training may also be needed when specific industry-related software is being used in the company.

Email is one of the important ways by which businesses correspond with customers, business contacts, or for internal or inter-department communication. Even if it is “just” an email, proper email etiquette must be observed. Receptionist courses should include all aspects of email etiquette. Communicating through email should show professionalism and respect. Response to emails should be made in a timely manner. Any confidential information should be guarded completely, personal emails should be avoided, and only promises that are deliverable should be made. Companies should formulate their own email etiquette policy. These should be written and posted where your front desk staff can see them. Training sessions for your front desk staff should also include email etiquette. Each rule should be thoroughly discussed and its importance highlighted. Refresher classes should also be conducted on a regular basis. Videos on business training services and email etiquette can also be shown during training.