Telephone SkillsOffice Management

Importance of the Telephone• Difficult to conduct business

without the telephone• 80% of customer contact is

provided by telephone• Everyone is responsible for the

practice’s client service reputation including▫Those who meet face to face with

clients▫Those who talk to clients on the

phones▫Doctors and technicians

Answering & Greeting

•Within seconds from the time you pick up the phone you begin to develop a rapport with the caller.

•Be polite, you may have answered the phone several times, but this may be the first time this person is calling and speaking with you

•Remember: you never get a second chance to make a first impression….so make it count the first time!

Features of the Telephone

•Take time to learn about the telephone system and features ahead of time. Don’t practice on the caller.▫Hold▫Transfer▫3-way calling▫Intercom▫Speaker phone

Handling the Telephone

•Hold transmitter directly in front of mouth so you will be understood

•Speaking on the telephone requires better articulation than is necessary in face to face conversations

•Avoid unnecessary noises•Avoid side conversations•Never eat/drink while talking•Answer in as few rings as possible (Max of

3)

Important Elements of a Good Telephone Introduction•The tone of your voice•How fast you talk•The volume of your voice•The words you say:

▫A warm, friendly greeting▫The full name of your hospital▫Your name▫A question that offers your assistance

•Ex: Good morning, VTI Animal Clinic, this is Adam, how may I help you?

Addressing the Caller• When addressing a male

▫ Mr.▫ Sir

• When addressing a female▫ Miss /mis/ = unmarried▫ Mrs. /misis or misiz/ = married ▫ Ms. /miz/ = married or unmarried

• First name▫ If the caller suggest you call them by their first name▫ You have established a good rapport over a period of

time▫ You know the caller and they are comfortable with a

first name basis

Using the Hold Button• Use sparingly• Don’t be too quick to put caller on hold• Ask caller if you can put them on hold and WAIT

FOR AN ANSWER• Leave caller on hold for only 30 – 60 seconds

before coming back with them with an update or answer

• If you have several callers on hold, remember the priority of each call (make notes)

• Play soft soothing music or pet care tips• When you reconnect with caller, immediately

thank her for holding

Empathetic Statements

•Expresses your understanding in response to what your caller has told you▫“I can understand…”▫“I can understand your concern about

Fluffy.”▫“I can appreciate…”▫“ I can certainly appreciate how hard it is

for you to make this decision about King.”•What other empathetic statements can

you come up with?

Asking Questions to Assess Needs•“How old is Duke?”•“When was he last examined?”•“What vaccinations has Tippy had in the

last year?”•“What other pets do you have at home?”

Asking Questions to Assess Needs continued…•Asking questions does the following:

▫Gives you valuable information▫Helps you communicate better with your

doctors and technicians▫Makes you appear knowledgeable▫Assist you in scheduling enough time for

appts.▫Distinguishes you for competition▫Shows you care▫Makes caller feel good▫Makes a good impression

Tips for Good Listening• Stop talking• Put the caller at ease

▫ Help caller feel free to talking by treating them as a friend• Show caller that you want to listen

▫ Sound and act interested• Remove distractions• Empathize with caller

▫ Put yourself in their position to better understand their needs• Be polite, don’t interrupt• Don’t respond defensively

▫ Ager will distort the flow of communication• Avoid argument or criticism• Ask questions; then actively listen

Managing Objections

•Objection = the caller is opposed to the proposed plan of action

•How to overcome this?▫Listen to what the caller says▫Always provide an immediate response▫State the response in clear and positive

terms▫Do not provide unnecessary information

and conversation

Example of Managing Objections•Client:

▫Objection: “Your prices see high and I think I should shop around and compare prices before I make an appointment.”

•You:▫“Please do. Our client tell us we are very

price competitive. We pride ourselves on offering the highest quality of medical care to protect your animal’s health. May I set up an appointment for you on Thursday morning at 9am?

Follow-up Call• If you can not follow up with every client,

there are certain situations where it should be done▫Nothing went right

A situation where despite everyone’s best efforts, nothing goes right. Once problems have been corrected, call client to determine is everything is now satisfactory

▫The Irate Client Follow-up with every complaint. By calling to

ask if the action you initiated was satisfactory, the client will be pleasantly surprised to hear from you

Follow-up Call continued…▫A new client

Extend an extra courtesy with a follow up call to see if everything is satisfactory. This will enhance the client’s perception of your practice and repeat visits will be likely.

▫A difficult case Clients will appreciate your concern and be

reassured. Also helps to ensure compliance with medical instructions

Outbound Service Call

•Follow these steps▫Greet client in a friendly way▫Introduce yourself and your practice▫State the purpose of the call▫Deliver your message in a friendly, clear

and businesslike manner, leaving room for questions

▫State any client benefits▫Ask for agreement

Delivering Bad News

•We all make mistakes•Be honest with your client•Inform them of mistakes as soon as

possible•2 approaches when delivering bad news

▫Direct approach▫Good news/Bad news

Delivering Bad News continued•Direct approach:

▫“Good morning, Mr. King. This is Krista from VTI Animal Clinic. Do you have a moment? I need to talk to you about your bill. I made a mistake when I added it up yesterday. I told you it would be $287.00, but eh correct amount is $337.00. I apologize for the error, but I wanted to let you know right away. I’ll make sure to have an itemized statement ready when you come in so you can check the charges for yourself. I hope I can cont on your understanding on this.”

Delivering Bad News continued

•Good news/Bad news approach▫“Good morning, Mr. King. This is Krista

from VTI Animal Clinic. I’m calling to let you know that I confirmed Sugar’s surgical appointment for Friday at 9am. I also wanted to let you know that I misquoted the amount on the surgical estimate I gave you. I told you it would be $287.00, but it really is $337.00. I added wrong. I apologize for the error, and hope I can count on your understanding on this.”

Closing the Conversation• Thank the caller for calling• Let the client know you appreciate his/her business• Provide assurance that any promises will be fulfilled• Leave the client with a positive feeling• Ex:

▫“Thank you for calling. We appreciate your choosing our hospital.”

▫“Thanks for you inquiry.”▫“Feel free to call us any time.”▫“We look forward to seeing you on Tuesday.”▫“If you have any additional questions, please call

me.”

Role Play

•Partner up (groups of 2) and practice “answering” the phone as you would if you were in a clinic

•Role play a situation in which you were having to deliver bad news

•Practice outbound service calls