Which is the right way to answer businesses phone calls? Learn about phone etiquette for businesses.
Telephone Do’s:
When answering a business phone it is important that it is not allowed to ring more than three times. Advise employees that the second or third ring is the ideal time to pick up the telephone.
The phone should be answered with a positive greeting such as “Hello,” “Good Morning,” or “Good Afternoon,” etc. Following the greeting, the person who answers the phone should give his or her name and the name of your dental office.
Put on a smile before placing or answering a phone call. When a person smiles it affects the sound of his or her voice, giving it a more pleasant and friendly tone.
For clarity, the telephone should be held a distance of two fingers from the mouth.
Speak in a clear tone using a voice that is neither too loud nor too low. Words should be enunciated and said slow enough that people are able to understand what is being said to them.
If someone must be put on hold, ask for permission first and give him or her the option to leave a voicemail message. When taking them off of hold thank the caller to show that their time is respected.
When a caller is speaking, listen to what he or she has to say without interruptions.
When placing a call a person should always state his or her name before asking for the person that the call is for.
Always return phone calls if a return call has been promised. If a time frame was given the caller must make every attempt to return the phone call as quickly as possible within that frame.
If it is necessary to transfer a call, inform the person on the other end before doing so. It is also important to explain the need for the transfer.
Before transferring a call, confirm that the person to whom the call is being transferred is available. This person’s name should be given to the party who is being transferred.
Telephone Don’ts
If a person is answering the telephone, he or she should never answer on the first ring. Callers do not expect this and will be taken off guard.
Don’t answer the phone when eating, chewing, or drinking. If a person has anything in his or her mouth it should be swallowed or removed before picking up the phone to either answer it or place a call.
If you must leave the phone, never leave the line open. Instead place the person on hold and check back with him or her frequently – preferably every 45 seconds.
Never say the words, “I don’t know” when talking with someone on the phone. The ideal response to a question where there is not a definite answer is to say “I’ll check on that for you.”
If a potential patient is asking for prices, do not to give an exact price. We all know dentistry can be a bit expensive, you may scare the patient off.
Instead, try to bring the patient to the office by providing an evaluation special! Mention the UCR price of the exam and then give them the special, so they can see the difference. In order to provide accurate prices the dentist must see the patient.
When talking to a patient or a customer never say anything that can be taken as rudeness. The person who answers the phone should always talk to the caller in the way that he or she would like someone to speak to them.
A person should never use slang when speaking to a caller. Swear words should also never be used, and may be illegal under certain circumstances, according to Federal law.
Do not transfer a call without informing the person on the phone and asking permission to do so.
It is never acceptable to argue with a caller.
When ending a phone call, do not hang up the phone without a positive closure such as “Thank you for calling,” or “Have a Good Day.”