Customer service is a critical part of how your business or practice is perceived. Add to that the fact that most of your first time contact is over the phone. This makes your telephone and how you respond to the conversation, crucial!
Although the 3 examples below reference taking place over the telephone, they could very easily be a face to face conversation.
1. A new patient – or existing patient calls, identifies them self, and needs to make an appointment for an evaluation, adjustment, lost filling or cleaning:
I’m a big fan of the telephone! Probably comes from working in the business office of dental practices for over 30 years. So whenever I’m on the phone or in a doctors office, etc, I listen very closely to how the person on the phone is handling the call. Well, I want to give Kudos to LifeWay Christian Stores for how they handled my call this morning!
I love reading their Open Windows Daily Devotional so I decided to order a subscription to the little booklet. The first person I spoke with immediately gave her name, Hope, when she answered the phone, so I felt connected right from the beginning.
Hope listened as I began to tell her the reason for the call and when she learned I was calling to place a subscription to Open Windows she said she would need to transfer me to their subscription department, but needed to know if I was ordering for a church (bulk) or just for myself (personal). When I relayed I was only placing the order for myself, she said she would transfer me to the right area.
But then Hope went a step further and this is where LifeWay begins to set themselves apart from the masses for telephone ordering….She asked my name. Now Hope is getting ready to transfer me…she isn’t even going to…
Have you ever wondered how important the telephone is to your practice? Maybe you’ve even wondered IF the telephone was important!
Let me answer with two eye opening stats:
That’s a staggering fact when you think of all the expense involved with getting the phone to ring and then lose 50% of the New Patient Calls!
The telephone is still one of the most powerful, most cost effective, marketing tools in your practice…bar none!
Verbal skills over the phone (and in person) dictate:
In the past, telephones had one line and NO hold button. That graduated to a telephone with 4 lines and a red hold button. You put the patient on hold and ran down the hall to deliver the message!
Today you have: