Читать книгу Managing Patients: The Patient Experience Guidelines for Pratctice Success - American Dental Association - Страница 10

Smile each time you answer the phone. That simple act actually puts a pleasant, friendly and helpful tone in your voice. Always think of the person on the phone at the time as the most important person you will speak to that day.

Always remember that your telephone style projects an image of the practice and can influence whether or not a prospective patient decides to become part of your practice.

Make sure every caller feels valued and welcomed, whether they are a longtime patient, a prospective patient looking for a new dentist, or even a vendor or sales rep. Remember, new patient referrals can come from anywhere.

Speak slowly, enunciate clearly.

Always be calm, professional, respectful and project genuine concern. Concentrate on what the caller says, listen attentively without interrupting, confirm the situation (especially if it’s an emergency), evaluate the urgency, and pass the information on with complete accuracy.

Practice, or adapt, scripts so they sound natural and not forced or like you’re reading from a page.

Remember that no one likes to be put on hold, so do that only when absolutely necessary.

If it’s an emergency, try to make an appointment for the same day, regardless of whether the caller is a patient of record. A helpful, empathetic approach and a successful outcome can convert an emergency appointment into a long-term patient. If it’s not possible to schedule the patient for the same day, explain the situation and refer the caller to a trusted colleague who is able to see the patient that day, or (if that is not available), suggest where the patient might be seen sooner.