While email and live chat are popular, many businesses still prefer to use phone calls to communicate with their customers. Unfortunately, phone calls can easily lead to poor customer experiences. Quite often, employees are not properly trained to handle phone calls professionally.
In most cases, employees make some mistakes when it comes to answering patient phone calls that may have a long-lasting impact on your business. Remember that each phone call gives you the chance to build a great relationship and create a good customer experience. This article discusses how you can handle patient phone calls professionally.
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Promptly answer phone calls
It’s worth noting that an average phone call usually takes about six seconds. Therefore, if you allow your phone to ring five times, this equals thirty seconds. Picking up your phone too quickly can catch your client off guard.
Therefore, it’s a good idea to answer the phone call on the third ring and transmit your emotions besides your voice. This means you need to be warm and have a helping attitude so that you can leave a good impression on your caller.
Introduce yourself and speak clearly
There is a good chance that you may have called a certain business and someone simply answered hello. As a result, you may have continued to ask if you were calling the right business. You need to introduce yourself and your dental practice so that the caller can know that they have reached the correct or incorrect place.
There are a couple of things that you must do to communicate with the caller. This includes using good posture, speaking up, and slowing down. In some industries, such as the medical industry, health professionals tend to utilize the same language. When it comes to the callers, make sure that you utilize the language that they can understand.
Avoid leaving people hanging
Leaving your patients hanging on a phone call and not sure what is happening can leave them frustrated. Therefore, if you want to put a patient on hold or decide to transfer them, you need to tell them what you want to do.
You should also avoid confusing your patients. Hence when transferring a phone call, tell the caller what is going to happen next. Remember that you can choose to check to see if the person the caller wants to talk to is available or send the caller directly to a voicemail. When you send the caller straight through, it can confuse the caller and the person receiving the call.
You should prepare for your phone calls
In most cases, people who answer the phone may find themselves busy with other things. You should remember that when you answer a phone call, you should always focus on the caller, and nothing else
And, when you decide to take a message, you must ensure that you write down all the important information, such as the caller’s name, the reason for the phone call, the return phone number, and the business they are calling from.