DA117 Practice Management. Alertness – Answer within 3 rings – Identify caller, use their name Expressiveness – No monotone, smiles before you answer,

TELEPHONE COMMUNICATIONS

DA117 Practice Management

PROFESSIONAL TELEPHONE PERSONALITY Alertness – Answer within 3 rings –

Identify caller, use their name Expressiveness – No monotone, smiles

before you answer, sound happy

Interest – Listen, ask appropriate questions,

don’t rush to get off the phone

Clarity – Pronounce each syllable – speak slowly, no gum chewing, eating

INCOMING CALLS

“I want to make an appointment “– Ask: Who is calling? Once identified use

name in conversation Have you been here before? If not get

name, address, phone number What is the appointment for?

Schedule the appointment – Thank the person for calling, and repeat the appointment date and time.

http://www.youtube.com/watch?v=olW7v3SC3E8

“I want to speak with the doctor” Reply – Doctor is with a patient, can I

help you or take a message? The doctor will sometimes take calls

from other doctors, labs, and family members

“I need a root canal. How much do you charge?”

Reply – I’m sorry, but I can not quote a fee until the doctor has made his diagnosis. Would you like to come him and have him examine you?

http://www.youtube.com/watch?v=Bb-uGaL37X0&feature=g-vrec

“I just got my bill and it’s outrageous!!” Reply – Don’t say anything until the

caller has finished speaking. Listen first and the explain. The call may have be given to the person directly in charge of finances

PERSONAL CALLS

The dental office is a business – personal calls should be limited to emergency only

Do not interrupt clinical staff except for an emergency.

TAKING A MESSAGE

Name of caller Phone number Date of call Message Return call? Your name

OUTGOING CALLS

Have the correct phone number Identify yourself and office State reason for calling Patient always hangs up first