Talking on the phone can be anxiety-inducing for many people. In fact, about 90 percent of Gen Z-aged people are uncomfortable with speaking on phone calls. They much prefer texting or emailing for communication. But as a dental professional who takes phone calls, you need to know how to handle this situation. Here are the steps to a successful call!
Step 1: Answer Promptly
Just as patients don’t enjoy sitting in the waiting room, callers don’t enjoy hearing the phone ring and ring and ring. This situation can quickly become annoying and give the impression that your team is too busy to talk to them.
If you or your front desk personnel are not able to answer the phone, you can set your answering machine to start within three rings to avoid wasting the caller’s time. However, a better way is to have a dental answering service take the call, so the patient is helped immediately.
Step 2: Greet the Caller
When you answer your personal phone, you probably go with the informal and standard, “Hello?” greeting. However, when it comes to answering a professional phone call to the dental office, you should sound more friendly and professional at the same time. You can try something like this:
“Thank you for calling [Practice Name]. How can I help you today?” You can also consider sharing your name, which gives the caller a sense of personalized care and attention.
Step 3: Speak with a Smile
Although the caller won’t be able to see it, when you have a smile on your face, it comes through your voice over the phone. You sound happier, friendlier, and more positive. As a result, your good mood can let the caller know that your office is a place they can look forward to visiting.
Step 4: Be Clear
As you talk on the phone, make sure you enunciate clearly so that calls can be smooth and efficient. If the caller must ask you to repeat yourself several times, you may not be speaking clearly. Also, avoid using slang or idioms that second language speakers or those from other regions may not know or understand.
Step 5: Ask before Putting the Caller on Hold
In certain situations, you may need to put the caller on hold, such as if you need to talk to a colleague. When this happens, you need to ask before you put the caller on hold. Otherwise, they may think that you can’t hear them or think you’ve hung up on them. Asking will let them know that you’re working on the issue behind the scenes.
Step 6: End on a Good Note
Regardless of the outcome of the call, you need to finish it with a positive message. Whether it’s wishing them a good rest of their day or thanking them for calling, ending the conversation this way can put them in a good mood and leave a great impression of the practice.
Although everyone in a dental office should have these skills, you may need some assistance covering incoming phone calls. In this case, you need to find a dental answering service that has experienced professionals and can maintain your high standards in customer service.
About Dental Support Specialties
Dental Support Specialties has provided administrative support for practices throughout the United States for more than 15 years. Our team consists of front desk personnel with years of experience taking phone calls, scheduling appointments, answering questions, and handling insurance concerns. If you would like to schedule a consultation with us, contact us online or call 330-236-0570.