Time to Brush Up on Your Phone Skills
It’s always good to refresh your phone skills. The phone is often the first point of contact for patients with your practice.
Even though most practices are busy, answer the phone as quickly as possible (preferably within 3 rings). Always remember to ask permission before placing someone on hold or transferring them.
Utilise cheerful and warm greetings and farewells, and thank the patient for calling and for engaging with your practice.
How you sound on the phone can make or break the perception of the practice. Remember, how you use your voice acts as a stand-in for body language in phone interactions, so you need to appear as welcoming on the phone as you are to a physical patient.
Avoid the dreaded robotic monotone or fast blip of sound when saying the name of your practice or answering the patient. You may not even notice you’ve slipped into using it, but the patient will, and it may come across as boredom or disinterest with the conversation. Vary your tone, pace and volume to reflect your expressions and engage with the patient.
Good phone etiquette is part of caring for the patient. By being friendly, interested and professional, you will demonstrate respect for your patients and ensure that they will remain long-term patients of the practice.
Here’s a great training video that you may want to share with your team members on how to improve your phone skills.