Phone positivity part 2

In our last blog post, we looked at the need to answer the phone, and speak on it, in a positive manner, the theory being that a friendly, understanding voice gives a much better impression of your practice than someone who could perhaps be described as dragon-like.

There are a few simple steps you can take to help yourself to sound better.  You could be excused for being sceptical about some of them, but trust us, they really do work.

Try them, and see what a difference they make:

  • Sit up, or stand up - don't slouch.
  • Smile - it may sound silly, but you can hear a smile down the phone.
  • Ask for the patient's name, and use it (but not too often, or you'll end up sounding like a telephone salesperson!)
  • Be positive - "Yes, I can help", "Certainly", "No problem, leave it with me", etc.
  • Empathise with the patient if needs be.  This can be particularly useful if someone is upset, in pain, or is complaining.  A short sympathetic statement such as "yes, I know how you feel", or "I see what you mean", can make a big difference.
  • Summarise the conversation at the end.  "OK, so Mr Smith will see you tomorrow at 10.20am to take a look at your broken crown and see what can be done to fix it."

All small steps, all very easy, and all of them will help you and your staff to make a great impression on current and potential patients.

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