A phone conversation is usually the first impression your patients or customers have of your practice or business. Despite the intention of your company's representative, poor phrasing can significantly change a phone call. What began as a pleasant conversation can swiftly take a turn for the worse if the lines of communication are disturbed because of a miscommunication between an employee and a customer. Communication and etiquette skills are vital in providing excellent customer service and making a great first impression.
Here are a few tips and techniques that apply to every aspect of conversation. Utilizing positive communication phrasing can lead to effective patient/client communication and more gratifying experiences and interactions outside of your business.
- Let me check if the doctor is available. Do you mind holding one moment please?
- I apologize if no one called you back. What can I do to help you right now? Please contact us immediately if you have a concern.
- What can I do to help?
- The doctor is away from his/her phone. What is your name and contact information? I will ask him/her to return your call.
- I’m sorry for the long wait, how can I help you?
- Thank you for waiting, how can I help?
- Our policy is to require_________________ in this case.
- We have a poor connection -or- I’m having trouble hearing you.
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