Shared by: behapy@karlparkerseminars.com Do You Do Good Phone? By W. Karl Parker, B.A., D.C., F.I.C.C., F.A.C.C. I worked with a DC who rarely wrote letters. He communicated by phone and was very efficient at it. He always said: "I do good phone!" Does your office "do good phone?" In the previous article we talked about the importance of making a favorable first impression and that the first impression is usually made on the phone when the new patient calls for an appointment. To continue a good impression it is important to use good phone procedure. In general use good phone etiquette and practice the Platinum Rule of the phone- SPEAK UNTO OTHERS AS THEY WANT TO BE SPOKEN TO. In addition to making a favorable first impression, a major purpose of telephone answering procedure is to make an appointment for the caller to come to the office. The CA is not only representing the doctor and the profession in an important transaction at the moment, but also is preparing the caller for future contacts. There are two standard questions that people want to know when someone answers their phone call, mainly "Have I reached the right place?" "Who am I talking to?" CAs should answer the phone in a way that answers those questions immediately like this: "Dr. Parker's office, Judy!" Using a rising inflection of your voice at the end of your name will invite the caller to speak and will substitute for archaic phrases such as, "May I help you?" (or as we say in Texas, "May ah hep ya?") After the office and the CA have been identified, the next step is to identify the caller. The caller will usually identify themselves, particularly if the telephone has been answered as previously described, partially because the CA volunteers her/his own name. If not, ask politely: "To whom am I speaking?" May I ask who's calling?" Be absolutely sure of the correct spelling and pronunciation of the caller's name. It is important to be sure the doctor and every staff member can properly pronounce the patients' names. Also use the patient's name often, on the phone and in person. People like to hear their name and the repetition impresses it upon your memory. If the CA has a problem understanding the patient, never blame it on the patient. Say something like: „We seem to have a bad connection, would you mind speaking a little louder (or slower) please.¾ If a patient must be placed on hold for a few seconds, say: "Mrs. Jones, would you mind holding the line? It won't be long." If the patient may be placed on hold for 60 seconds or more, a reason should be given and the caller should be asked if he or she would prefer to hold or be called back. If a call is to be returned, indicate approximate time ... and keep your promise. Even though the words and phrases you use only make up 15% of your telephone communication, they are very important. Some of the words you should use are as follows: "Happy." It has a strong and positive connotation. "Because." Gives reason to what you have said. "And." Use "and" instead of „but¾ when at all possible. „Please.¾ Ask instead of demand. Some of the phrases that should be used are: "I understand" or "I see." These create agreement in the beginning of answering a question or making a statement. "It depends." This qualifies your answer to a question and gives you a reason not to be specific. "If necessary." People do not mind having anything done at any cost ... if they feel it is necessary. "What seems to be your trouble?" This invites the patient to talk about their condition rather than asking a myriad of questions unimportant at this time. The first objective of Professional Patient Procedures (an important part of the Parker WayÅ system is to make an appointment for the caller to come to the office. Words, phrases and sequence are important in proper appointment making procedure and aid greatly in the achievement of this objective. When the caller requests an appointment the CA should ask: "When was your last appointment with Dr. Parker?" The reason for this question is to qualify the caller. The caller may be an inactive or former patient the CA does not know or remember. If so, this question saves the CA embarrassment and does not make the patient feel unimportant. Also, the time elapsed since the patient's last appointment may make a difference as to the time required for the appointment. This question also is ideal in determining if the caller is a new patient without risking offending a regular patient whose voice was not recognized. When making the appointment, give the caller choices: "Do you prefer an appointment today or tomorrow?" "Morning or afternoon?" "An early or late appointment?" "I can give you an appointment at 9:45." This is the ideal appointment making procedure. Often it will be automatically shortened by the patient especially if this system is used consistently. For a new patient, make certain you obtain their name, address and telephone number, and get the necessary information to fill out a "New Patient Appointment" form (check your ChiroSource Forms book) as completely as possible. Answer any question the caller may have from the scripts taught at KPS. CAs should attempt to handle doctors' calls without interrupting them. Doctors should set guidelines as to who they should be interrupted for, i.e., doctors, attorneys, etc. When the caller asks for the doctor, the CA should not ask for the caller's name BEFORE indicating whether or not the doctor is available. When referring to the doctor, use the doctor's name instead of "the doctor." Also, use the caller's name often. Calls should be handled as follows: "Is Dr. Parker in?" or "May I speak to Dr. Parker?" "Dr. Parker is with a patient (on another line, out of the office whichever is appropriate), this is Judy, Dr. Parker's assistant. May I help you?" Eighty percent of the time, this script will get the caller to divulge the nature of the call and the person calling, and usually allow the CA to handle the call. If not, continue as follows: "No, I need to speak to Dr. Parker personally." May I take a message or tell Dr. Parker that you called?" "This is Mr. Brown." (The caller is someone you think the doctor would want to talk to.) "I'm sure Dr. Parker would want to talk to you. Let me see if he can come to the phone." If the doctor cannot come to the phone at that time, it is wiser for the doctor to return the call than have the person call back. TELEPHONE SUMMARY The primary objective of most calls from patients is also the first objective of Professional Patient Procedure, i.e., MAKE AN APPOINTMENT! Utilizing proper telephone communication will result in the achievement of this objective. Keep in mind that if the patient does not ask for an appointmentä YOU MUST ask them! If you do not do your best to get an appointment made, you are failing the first objective of proper procedure and the first criteria for having a successful growing practice. This is vital to a practice and is an area that should be consistently studied, practiced and reviewed to be assured you are doing the best job possible. Do not volunteer unnecessary information that detracts from making the appointment. Don't mention examinations, X-rays or fees unless specifically asked. Don't attempt to discuss their entire health problem or explain chiropractic on the phone. Don't make unbelievable statements. Do not imply that chiropractic is a cure-all. Stick to the appropriate scripts. Keep your answers honest and brief and always do your best to schedule the caller to come in for an appointment. Terminate the phone call by thanking the caller and re-confirming the appointment day and time. "Thank you, Mrs. Jones. We will see you Wednesday at 9:45." Allow the caller to hang up first; but if this is not practical, push a dead line button or replace the receiver gently to prevent a jarring crash. Following the telephone Platinum Rule with professional telephone procedure will help insure a more lasting favorable impression.