Dexcomm Blog

Tips and Techniques for Positive Communication Phrasing

July 19, 2012

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.

 


 

positive communication phrasing

Click here to discover Telephone Techniques Exercise THUMBS UP THUMBS DOWN.

For additional information on telephone techniques and other free resources visit My Business Heard.

 

 


Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of roughly 50 people, and our average client retention rate is 10+ years.

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