Mastering Phone Communication Skills for Customer Service Excellence
Enhance your phone communication skills with tips on greeting, identifying callers, active listening, appointment scheduling, and information collection. Improve customer interactions and create positive first impressions. Follow the steps outlined to ensure success in handling phone calls effectively and professionally.
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Presentation Transcript
Phone Skills Mastery
The First Impression Smile and when you answer the phone Don t sound Fake or Unhappy Sound Excited and Happy to take the call. Match your callers pace but speak clearly
Active Listening Write down their basic info when they tell you. Name, what hurts . New patients ask questions. When you hear these questions they identify the caller. People don t call to just ask questions. They are calling to seek and receive care.
The Steps to Success Step 1 The Greeting Step 2 Identification Step 3 Transition Step 4 Scheduling Appointment Step 5 Information Collection Step 6 The Recap
Step 1 -Greeting Thank you for choosing XYZ Dental! This is _______ and I can help you!
Step 2 - Identification Identify The Type Of Caller New Patient Existing Patient Vendor Personal Call Sales Call Doctor Administrative People Who Want To Give You MONEY!!!
Step -3 Transition Don t leave silence after answering the callers questions. Transition the call into your control. May I ask you how you heard about us? Have you ever been in to see us before? Are you having a particular problem today, or is this visit going to be for a check up and cleaning.
Step 4 -Scheduling Appointment Before we find a time that works best with your schedule. Do you have any family members or friends that you need to schedule additional appointments for? Morning or Afternoon? Would you prefer to come in _______ (Day of The Week) or _______ (Day of The Week)? I have a 1:00 or 3:30.
Step 5 - Information Collection Full Name and Additional Phone Numbers. Email- If they have one. Address Insurance Additional Insurance How long since last cleaning (Important for your Team) Health Issues and Pre-Medications (Good to know if we need to call in pre-meds. Any areas of concern we should let the doctor know about before your appointment.
Insurance Info "As a courtesy, we will verify your dental benefits before you come in for your appointment" Ins. Company Name Ins. Company Address Ins. Company telephone number Payer ID Group Name and number Subscriber name Subscriber DOB Subscriber ID or SSN Patient name Patient DOB Relationship to subscriber
Step 6 -The Recap Repeat Appt Time and Date (Make sure they are there 15 min early) Go Over NP Paperwork Confirm they know where we are located and offer directions ? Thank Them Ok John we have your children scheduled for Jan 6th at 1:45 (Actually will Show up as 2pm in schedule). John, if you would like to fill our your new patient paperwork before your appointment you can go to www.XYZDENTISTRY.com and download the paperwork from our patient forms. John I just want to make sure you know where our office is located. (Give Directions if they don t.) Thank You for calling and again if have any questions my name is Sally, please feel free to pick up the phone and call me. We look forward to meeting you on Jan 6th at 1:45. We will call you 2 days before your appointment to remind you and go over any questions you might have.
