9 S
The C.A. should clear her mind of irritations and distractions.
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Look into the “smile” mirror.
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Get into a happy, caring mood.
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Smile.
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Answer the telephone giving the impression she is delighted to hear from the caller.
Greeting:
Identify your office, then yourself, then say, “May I help you?” S
The “May I help you” is said in an uplifting voice.
Names. S
Never say, “Who’s calling?”
Focus your attention on the caller. –
Say, “May I say who’s calling?”
Visualize the patient as if he/she was standing there in front of you.
If needed, clarify the pronunciation of the patient’s name. –
Say: “We are having a problem with our telephones today, would you please repeat your name (what you said)?
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Spell their name phonetically.
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Repeat the caller’s name three times during the course of your conversation.
Qualification. S
Never say, “Are you a new patient?”
Always call them by their last name.
Say, “When was your last visit to our office?”
Give the patient a choice of two appointments. –
Today or tomorrow.
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Morning or afternoon.
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Early or late.