Answering the phone in a professional way | Phone Etiquette 101

Summary

This video script emphasizes the importance of telephone etiquette in medical practices. It outlines seven key points for enhancing first impressions and patient satisfaction: answering with courtesy, maintaining a warm and friendly tone, seeking permission before putting callers on hold, using professional vocabulary, minimizing call transfers, always being prepared with pen and paper, and checking in with callers if they're on hold. Following these guidelines can significantly improve patient interactions and the practice's reputation.

Takeaways

• 😀 First impressions are crucial when answering the phone in a medical practice, as they can significantly impact patient perceptions.
• 📞 Answering the phone with courtesy and a caring tone is essential to make both new and existing patients feel valued.
• 🙂 It's important to sound warm and friendly on the phone, even if you're in a hurry or dealing with multiple tasks.
• 🗣️ Avoid using a cold or robotic tone when answering calls, as it can be off-putting to patients.
• 🚫 Don't put a caller on hold without asking for their permission first; it's a sign of respect and good manners.
• 💬 Use professional vocabulary when communicating with patients; casual language can come across as unprofessional.
• 📝 Always have pen and paper ready by the phone to take messages immediately, without putting the caller on hold.
• ⏱️ If a caller must be put on hold, check in with them every 30 seconds to update them and provide choices.
• 🔁 Minimize call transfers to improve efficiency and patient satisfaction by handling calls as effectively as possible.
• 📈 Implementing these telephone etiquette tips can greatly enhance the image and success of a medical practice.

Q & A

What is the primary focus of telephone etiquette in a medical practice?

The primary focus of telephone etiquette in a medical practice is to make a good first impression and to take care of the patients or potential patients by showing courtesy and good manners.

How should a person answering the phone in a medical practice introduce themselves?

The person should answer the phone with a warm and friendly tone, stating the practice's name and their own name, for example, 'Hello, this is Janice speaking, how may I help you?'

Why is it important to sound attentive and interested when answering the phone in a medical practice?

Sounding attentive and interested is crucial as it conveys that the practice cares about the caller and is willing to provide the necessary assistance, which can significantly impact the caller's perception of the practice.

What should be avoided when answering the phone in a medical practice?

A cold, robotic, or rushed tone should be avoided as it can give the impression that the practice does not care about the caller or is too busy to assist them properly.

Why is it important to ask for permission before putting a caller on hold?

Asking for permission before putting a caller on hold shows respect for the caller's time and acknowledges that they might be busy, which can enhance the caller's experience and perception of the practice.

What is the significance of using good vocabulary when communicating with callers in a medical practice?

Using good vocabulary demonstrates professionalism and respect, which can leave a positive impression on the caller and reflect well on the practice's image.

Why should the phrase 'no problem' be avoided when responding to a caller's thanks?

The phrase 'no problem' might imply that the caller's request was an inconvenience. Instead, phrases like 'my pleasure' or 'you're totally welcome' should be used to convey a sense of willingness and pleasure in assisting.

How can call transfers be minimized in a medical practice?

Call transfers can be minimized by ensuring that staff are well-trained to handle a variety of inquiries and by encouraging them to ask for the purpose of the call to provide immediate assistance if possible.

What is the importance of having message pads and pens readily available by the phone in a medical practice?

Having message pads and pens readily available ensures that staff can take down information without putting the caller on hold, which maintains a professional image and improves the caller's experience.

Why is it recommended not to leave a caller on hold for more than 30 seconds without checking in?

Checking in with a caller after 30 seconds on hold keeps them informed and shows consideration for their time. It also provides an opportunity for the caller to decide whether to continue waiting or leave a message.

What is the final point made in the script about enhancing the caller's experience?

The final point is to ensure that the caller feels in control of the situation by offering them choices, such as whether to continue holding or leave a message, and by keeping them updated on the status of their call.