Handover to dispensing optician.

Some simple tips collected from successful practices.

CHECKLIST		TIPS
Optometrist to introduce customer to DO (or OA as appropriate/available) as "my colleague", using name.		Use name and ensure customer understands next stage of their journey. Make any recommendations.
Optometrist should thank customer and ask if they have any final questions.		Do not leave in waiting area waiting for a member of staff
DO/OA explains process of choosing frames and spectacle lenses		Smile and maintain eye contact

MAGIC	TRAGIC
"I was offered contact lenses to choose my frames. At the end of the selection I decided to have contact lenses as well."

Questionnaire Section

6-1	If you were handed over to another member of staff following the eye test, how was the handover?
		A
	Professional with a brief explanation of requirements M	B
	Professional but with no explanation L	C
	Unprofessional. (Please comment) N	D.
	NA (not handed over) N	NA
6-2	Did they explain why you were being handed over and to whom?  H	Y	N	NA
6-3	Did you feel that the support staff, optometrist and dispensing staff all supported each other in the advice and help given? Score NA if you were only dealt with by one person
	Supported each other very well  M	A
	Supported each other fairly well  L	B
	Supported each other poorly. (Please comment)  N	C.
	NA (only dealt with one person) N	NA

Useful Resources

Touchpoint 7 training presentation
Slides and practical exercises - everything needed to train practice staff. Your CIBA VISION Business Development Manager is trained to deliver this material effectively    
Touchpoint 7 training notes
These notes accompany the presentation and can be used to train any staff in practice involved in this stage of The Customer Journey.