| Technique Technique Consider the fact that virtually everyone is a caller to a business at one time or another. As a result, most individuals have experienced the pleasure
of speaking with a pleasant and competent individual. Conversely,
most adults have experienced the frustration of attempting to communicate with someone who fails to
measure up to this description. As a caller, it is
reasonable to expect the person who answers the telephone to be courteous, organized and helpful. If those qualities are not part of the callers
experience, then there is a distinct possibility that a negative opinion will be forged about both
the business as well as the person answering the telephone. The staff in each dental practice should establish and use an agreed upon
telephone protocol and communication style which will reflect a positive image for the dental
practice when the telephone is answered. This topic is
addressed by Jennifer de St. Georges in an article she wrote about the consideration of factors for
success in the dental office. The protocol should include the following strategies. A cardinal rule in maximizing effective
telephone communication is, be prepared to receive a call. Any person in the office who will be answering the telephone
must be prepared with the necessary tools (notepads, charts and scheduling book) but even more, the
person should be emotionally prepared to answer. It
is essential that the receptionist organize ...
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