Your front office staff is typically the patient’s first impression of your practice. Demonstrating great customer service is important! Did you know:
- 26 out of 27 patients who have a bad experience with your practice fail to report it.
- On average, an unsatisfied patient will tell 10 acquaintances.
- The cost of bringing in a new patient through marketing effort is $400 on average.
Below are tips for handling incoming calls and making a great first impression:
- Answer phone by 3rd ring.
- If the caller asks to speak with the audiologist:
- First, ask if they need to schedule an appointment. If not…
- “May I tell them who’s calling, and what it is regarding?… Just a moment, let me see if he/she can be interrupted.”
- Or “_____(name) is in with a patient, or testing. May I take a message with your phone number? I am sure she/he will want to get back to you as soon as possible.”
- Always ASK before you put anyone on hold.
- Understand why they are calling today – are they a current patient or new, calling for themselves or someone else and have they ever had their hearing tested.
If the caller is a new patient:
- Ask for their name and address.
- “Have you noticed difficulty with your hearing?”
- “Who referred you to our office?”
- “What type of insurance do you have?”
- Offer the appointment! Don’t ask if they would like an appointment – offer two options and let them choose one. “We have time available on Monday at 2 in the afternoon and Wednesday at 9 in the morning.”
- If they say they do not want an appointment, find out what other questions they have and use this opportunity to share with them what makes your practice special.
- Confirm the date and time right before the conversation ends.
- Thank them and tell them to have a great day.
- If the caller is still unwilling to make an appointment, offer to mail information to them. Try to get name, address and phone number, to follow-up with later. Or ask if they would like the audiologist to call them.
If the caller is a current patient:
- Ask for their name.
- Find out what problems they are having – hearing aid not working properly, battery, cleaning, etc.
- Set the appointment
- Confirm the date and time right before the conversation ends.
- Thank them and tell them to have a great day.
Keep in mind:
- Always introduce yourself by name and always ask for the caller’s name.
- Speak slowly and clearly.
- Take notes while the caller is speaking. This will help you organize what you address.
- If it is a third party calling, tailor the questions to ask them about their experience with the individual with hearing loss and invite them to come in for the appointment.
- Be sure to talk about the reasons why a patient would choose your practice!