www.njchiropractors.com I 31 Telephone Etiquette For many of us, talking on the telephone is a commonplace, everyday occurrence, so we may not realize how much impact this activity can have. Projecting the proper telephone persona is extremely important in any business, including your practice. Although the majority of phone calls will be fielded by the back office, it is everyone’s responsibility to answer the phones. Before you answer the phone, you need to be prepared. Answer the call promptly, by the second or third ring. Smile as you pick up the phone to help you project a tone that is friendly, enthusiastic and natural. Assume your telephone voice, controlling your volume and speed, and focusing on speaking clearly. Greet the caller appropriately by identifying yourself and asking how you may assist them. Ask: “To whom am I speaking?” and “How may I help you?” Refer to the caller by name frequently throughout the call. Should you need to place the caller on hold, return to the call every 45 to 60 seconds. You should try to assist the caller to the best of your ability, but in the rare instance that you should have to transfer a call, avoid the use of the word “transfer.” Instead say: “I am going to connect you with…” Give the caller the person’s name and direct number in the case that you are discon- nected. Inform the person to whom you are transferring who is calling and why. You don’t want the caller to have to restate their question or problem. If you must take a message, indicate the period of time the person will be unavailable. For instance, “Mary is out of the office at the moment, she will be back at 2:00.” Write down all of the important information given: name, telephone number and the message. Ask for clarification if necessary. Read back what you have written to be sure you’ve understood the message correctly. Finally, be sure to deliver the message in a timely fashion. Handling an Upset Patient In an ideal world we are able to make every patient happy and satisfied every day, but unfortunately, this is not always the case. When you encounter an upset patient, it is extremely important that you acknowledge that person and his/her concerns in a positive way. I use the acronym P.L.E.A.S.E to teach my clients and their staff how to react in this situation: Listen, Empathize, Apologize, Positive, and Solve. Positive Always state what you CAN do for the patient rather than telling them what you CAN’T do. Listen Allow the patient to vent and listen attentively to what they are saying. Do not interrupt them or begin to speak until they have had their say. Empathize Acknowledge the patient’s feelings. Make sure that your tone of voice is in sync with your words. Apologize Even if the problem is not your fault, you can say “I am really sorry that this happened,” and mean it. Solve Generate and suggest solutions that you can both agree on and/or ask what you can do to help. If the patient makes a reasonable suggestion, do it! If not, find a compromise. Engage Finally, you should always go the extra step and follow up on the solution. Contact the patient again to make certain that the issue has been handled in a manner that is satisfactory to them, and ensure that they are pleased with the outcome. Remember to ask if there is anything else that you can do for them. Taking the time to ask this ques- tion often results in increased business and a more committed patient. When you frame your practice in the elements of an exceptional customer service culture, your practice will truly stand out amongst all others. How you approach everyday occurrences, patient interaction, and even patient complaints, shows that your level of care, commitment and attention rises above the rest. DAVID & CHARLES LEVINSON medical specialties, inc. SUPPORTS DISC AND CONNECTIVE TISSUE HEALTH To order please call Bob Rosenberg 609-239-0358 Visit us at www.anaboliclabs.com