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

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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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