• Answer the phone as quickly as possible (before the third ring). • Use a friendly greeting, “Good morning” or “Good afternoon” and confirm: Who the patient is calling: “Dr. Smith’s office.” Who the patient is speaking with: “This is Mary.” • Offer assistance, “How may I help you?” • Smile when answering the phone (callers can “hear” your smile). • Identify who the caller is and use the caller’s name. Answering Calls (2/3) • Be polite, use “please” and “thank you.” • Be enthusiastic, this energy transfers to the customer. • Listen to the caller, acknowledge requests or concerns. • Treat every caller as though you are speaking to a friend. • Stay positive, be considerate, show interest, and care. Answering Calls (3/3) Avoid the five forbidden phrases: • “No” - Instead find a way to state the situation positively • “I don’t know” - instead say “that is a good question let me find out for you” • “I/we can’t do that” - instead say “this is what I/we can do” • “You will have to” - instead say “here is how we can help you” • “Just a second” - instead give a more honest estimate of how long it will take you. Making Calls • When you call someone and they answer the phone, first identifying yourself: "This is _______. To whom am I speaking?" • Always state the purpose of the communication. • When you reach a wrong number, don't argue with the person. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. • If you tell a person you would call at a certain time, call them as promised. • If you need to delay the conversation, call to postpone it. • Leave a number/message for that person to call you back, if they are not available Transferring Calls • Identify who the call is for and who is calling. • Let the caller know you are putting them on hold to transfer the call. “Please hold for a moment while I let Sidharatha know you are on the line.” • If the recipient is on the phone, ask if the caller would like to hold, leave a message, or be transferred to voice mail. • Announce the name of the caller and inform them what the caller is asking about so the caller does not have to repeat himself/herself. Putting Calls on Hold • Ask the caller for permission to be put on hold and wait for an answer. “Hello, this is Mary. I have another call, will you please hold?” (Yes) “Thank you, I’ll be with you in a moment.” • Remember who you put on hold and on which line. • Return to the caller every 20 to 30 seconds. Thank them for holding. • Ask the caller if they wish to continue holding or leave a message. • When possible, alert the recipient that a call is holding; they may be expecting the call. Taking Messages • Make sure you have the correct name and number. • Ask the caller if there is a specific time they would like the call returned. • Ask the caller if they would like to leave a specific message. • Repeat the number and message back to the caller. • Assure the caller you will deliver the message, “I’ll give Mr Amit the message and ask him to return your call.” • Mark the message with the date and time of the call and sign or initial the message. • Promptly deliver the message. Ending Conversation (1/2) • Before hanging up, be sure that you have answered all the caller's questions. • Promise to finish your discussion at another time. • Tell the person how much you've enjoyed speaking with him/her. Ending Conversation (2/2) • Let the caller hang up first. This shows the caller that you weren't in a hurry to get off the phone. • Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you." • As long as you are honest and polite with the other person, you shouldn't have any problems getting off the phone. Words and Phrases to use • Hello! • Good morning! • May I help you? • I'm sorry to keep you waiting. • Please, excuse me for a moment. • Thank you for waiting. • May I take a message? • Would you like to leave your number? Words and Phrases to use • It was nice talking with you. • Is there anything else I can do for you? • I'm very sorry. • It's been a pleasure to talk to you. • You're welcome. • Thank you for calling. • "He's away from his desk. May I have him return your call?" Top 10 List of Telephone Etiquette: 1. Answer all calls with a warm, sincere respect it as valuable. Remember, greeting. patients have a choice and can 2. Be pleasant and interesting (don’t choose to spend their time with a allow patients to think you are bored). competitor. 3. Manage expectations and sincerely 8. Always make the other person feel apologize if expectations are unmet. important. 4. Listen without interrupting. 9. Avoid being condescending, even if you are asked silly questions. 5. Respond with appropriate emotion (show enthusiasm or empathy). 10. Take time with everyone and do not rush someone off the phone. You 6. Be polite and kind (genuine want to encourage them to call again politeness is rare these days). and schedule a return visit to the 7. Appreciate a person’s time and practice! Cell Phone Etiquette (1/2) • Switching it Off : Know when to turn it off or vibrate it. Eg. meetings, movies, worship, seminars, etc . • Vibrate mode when in places where you can take a call, but don't want to disturb others. • Be Brief when you get a call and you're with friends, keep the call short. • Be Polite: Speak in a lower-than-normal voice, you will be heard by the caller, and not others in the room. THANK YOU