Tips to answer a phone call enquiry in dental practice
A warm and welcoming greeting by phone can be the difference between a satisfied patient and a bad first impression.
Here are 5 great tips to help your dental receptionist enhance their telephone manner and provide patients a customer service experience that they will hope to receive.
1. Posture – Sit up straight and smile before each call
Having the correct body posture and a beaming grin before making a call will put you in the right mind-set and physically affect your tone of voice.
2. Listen more – Let patients speak without interruption or placing them on hold.
Be attentive and listen to the conversation & note down the key questions & information.
3. Handy script – Be well versed in practice FAQ’s and always have a script handy
Keep the FAQ script handy so that you can answer the queries more efficiently.
4. More information – Probe for more information
To best understand their needs, you should probe thoroughly rather than taking their first answer as final.
5. Build trust – Enhance bond
An extensive and detailed conversation with a patient can not only lead to new discoveries but it can also build their trust.
Our mission is to spread knowledge about healthcare quality and safety standards amongst the dental practitioners and encourage them to upgrade their services so that it compliant to the standards.
This will not only upgrade the quality of services that is offered at the healthcare organisation but also increase patient’s confidence in the organisation and help you retain more loyal patients in the practice.
One more key advantage of being compliant is – it helps you to document everything that you perform in the practice & thus avoid mistakes and further complications.
So at Dental business Masters we encourage you to start Accreditation Journey – Because Healthcare Can’t Be Compromised!
This article is authored by Dr Sameer Bhandari, Clinical Director and Co-founder, Dental Business Masters. He is the author of the best selling book – Because Healthcare Cannot Be Comprised and a Fellow of the International Society for Quality in Healthcare; a go to guide for all dental practitioners who want to provide quality healthcare to their patients and have the clinic accredited by the National Accreditation Board for Hospitals & Healthcare Providers (NABH)