Telephone calls with patients can be somewhat impersonal; they can’t see who they are talking to, and the phone equipment itself interferes with the sound of our voices, making the call that much less effective than in-person contact.

However, phones are necessary for business.  The goal of your staff should be to make every caller feel special by building rapport with them and responding – not reacting – to callers’ questions and comments.  Here are some easy ways to accomplish this:

– Train your staff to smile as they answer the phone; the caller can “hear” the smile in your employee’s voice, and it conveys warmth

– Ask staff to give each caller his or her full attention, and to really listen and demonstrate interest

– Train employees to use a sincere, friendly and moderate tone of voice

– Direct staff to think before they speak, thereby generating a true response rather than a “stock” answer that might not fit the needs of the call

When employees approach calls from patients with an open mind and helpful attitude, callers respond with repeat business!