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Telephone Etiquette 101

Capital Practice Consulting / Business Consulting  / Telephone Etiquette 101
telephone etiquette

Telephone Etiquette 101

Remember how your mother always told you that if you really wanted to impress your date, you should call them instead of texting them? Good dating advice or not, it’s true that hearing someone’s voice is so much more personable than an email.

However, it can also be quite frightening, especially if you’re an introvert. And some of the best ways to engage the person on the other end of the line are not always intuitive.

Take a moment to check out our guide on good phone etiquette. If you are also interested, read our Customer Service 101 and the training we offer to improve your office.

TELEPHONE ETIQUETTE BASICS: What you need to know

– Your tone of voice
– Some basic telephone manners
– Speaking on the level of the caller
– Controlling the conversation
– Making the proper verbal of responses

CONTROLLING THE CONVERSATION (A)
– Find out as soon as possible what the question or problem is. Do not try to guess.
– Obtain specific information immediately such as:
* what is the member’s ID number?
* What was the date of the claim?
* Who provided the service?

CONTROLLING THE CONVERSATION (B)
• Answer all questions and make sure the caller understand the issues.
* Don’t bring up issues or claims unrelated to the caller’s questions.
* Do not chitchat with the caller, keep the conversation centered on the business
* Choose your words and tone of voice carefully.
* After answering all the questions politely close the conversation. Before closing the call, ask whether there are other questions.
* Never slam down the receiver, no matter how you feel about the caller or the conversation.

TO THE CALLER YOU ARE THE COMPANY…
When you answer the phone you become the company. The caller doesn’t know if you’re the Janitor or the CEO.

Their 5 ways a customer will evaluate you:
1. Reliability
2. Responsiveness
3. Assurance
4. Empathy
5. Tangibles (able to be touched)

RELIABILITY
You deliver what you promised

RESPONSIVENESS
Your ability to help the patient or customer

ASSURANCE
Your ability to convey knowledge and courtesy

EMPATHY
Your ability to show you cares

TANGIBLES
The appearance of the Physical Facilities & Equipment, especially yourself.

SUB-VERBAL COMMUNICATION (‘UH-HUH , YEAH OR HMMM)
* Since you and the caller are in different areas it is critically important that you know your callers name.
* You must use extra caution to the way your message may be understood or misunderstand by the person on the other line.
* Outside distractions may cause you to compete for you callers attention, therefore your call has to be interesting and to the point.
* After introducing your self you may have to ask, “Is this a good time to talk or would you prefer to call me back?
*Always smile while you’re on the phone: the caller on the other end can hear your smile!

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