It is very easy to feel overwhelmed or intimidated when it comes to proper phone etiquette, especially in the elective medical industry where salesmanship must be involved. But with the right knowledge and a little practice, phone calls can feel as relaxed and personal as shaking a patient’s hand.
Here’s a couple tips from OptiCall to get started:
- The first step is the easiest – simply answer the phone! A recent study has shown over 34% of all calls to the average medical practice were never answered. Your voicemail can’t book a consult, so you have to be present – both physically and mentally – when the phone rings.
- Starting the call with a real smile can help your tone of voice as well as your overall mood (seriously, it’s science!). Always keep a calm, positive attitude and a focused mindset. Allowing yourself to become frustrated or distracted can lead to inconsistent customer service, and for any business to sustain success, customer service consistency is imperative.
- In this day and age, it’s more common to get an automated answering system than a real person on the phone. At OptiCall, our core business is simply having real people available to answer your phones, providing friendly and clear information. But only answering the patients’ questions doesn’t make the call any better than a conversation with a machine!Caller: “Hi, can you tell me how much LASIK is?”Attendant: “$2,000 an eye. Is there anything else I can help you with?”
Caller: “Nope that’s it”
Attendant: “Ok, bye!”
Unfortunately, this quick, mechanical interaction is all too common in our industry, and it accomplishes little. Remember to engage in a dialogue, and not just regurgitate information. Asking your caller open ended questions about the nature of their call can prevent you from under-talking as well over-talking, and can help develop your natural rhythm to optimize each of your calls.
- Finally, make sure to connect with your patient on a more personal level. There is a fine line between a conversation and a sales pitch. Nobody want to be subjected to a sales monologue. It makes a world of difference if you make them feel like more than just a sale.At OptiCall, we believe your phones should be your cash register. And with the right skills and mindset, they should be cha-chinging every single ring.