March 19, 2007
A System to Handle Tough Telephone Calls
All successful dental practices should have a firm policy for staff members to follow when handling a difficult client on the telephone. The dental office staff members should be well-instructed on how to professionally and compassionately handle all telephone calls.
Should the caller become difficult or angry, the staff member should maintain a calm, sympathetic and caring tone to his or her voice. Many times the edge to the caller’s anger is softened by simply having their problem acknowledged.
The dental staff members should be instructed to acknowledge the patient’s complaint and advise them of the next steps that will be taken to rectify the problem. If the patient continues to express anger and the situation escalates, the staff member should be instructed to pass the call to the office manager or dentist to handle directly.
Staff members should be aware that they should never engage in an argument with the patient and by all means never hang-up on the patient. Many times, it is necessary for the office manager or dentist to step in and handle the patient’s complaint. Some callers may not be satisfied until they speak to someone of authority.