Phone Skills 101

Have you ever called an office and when you asked to speak with someone you were just transferred without being told that they were going to transfer you? Or you called and when you asked a question, the other person who answered the phone seemed annoyed with you? Read ChiroAssistant 101’s PHONE SKILLS to learn tips for having your phone skills at 100%, 100% of the time!

Rule # 1: SMILE before you answer the phone!  :) YES, the person on the other end of the phone CAN hear that smile and it DOES make a difference.
Rule #2: DO NOT forget Rule #1!!!!!
Rule #3: SERVE! Always have a loving and considerate mindset, regardless to who the patient is. Remember, we are here to serve them.
Rule #4: BE A GREAT LISTENER. Patients want to be somewhere where they feel heard.
Rule #5: EXCEED THEIR EXPECTATIONS. If it is a new patient, offer to e-mail them directions to your office if they are not familiar with the area. If it is a current patient and you know they cannot write down their appointment time, offer to email them their time or give them a reminder call before the scheduled appointment.
Rule #6: ALWAYS FIND AN ANSWER. If you are asked a question and do not know an answer, tell that person “I do not know, but I will find out for you. Would you prefer me to call you back with the answer or email it to you? Great! I will be in touch within the next 30 minutes” Always give them a time frame of when they will hear back from you…and hold to your promise!
Rule #7: BE A MASTER COMMUNICATOR. Pay attention to the character of your voice. It is compassionate and smooth or sharp and distant? Do you talk loud and confident or quiet and uncertain?
Rule #8: Last, but not least….always ask “Did I answer all of your questions?” With this powerful question, you know you have done all on your part to have the patient feel listened to and their questions answered. Just remember, if you open your heart up to them…you’ll make a difference in their day. Trust me!


PS – Want to continually UP YOUR GAME with your phone skills? Contact local businesses in your area (medical offices, dentists, eye care centers, etc) and ask them something as simple as directions to their office or the cost for treatment/care. Pay attention to how they answer the phone and handle your questions. This is great to do as part of your weekly team meeting. After making the calls, everyone shares what they what they liked and didn’t like on each call. You’ll be amazed with what you’ll learn from this simple exercise!