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To Disconnect, Press 1 To Connect IMPRESS ALL

To Disconnect, Press 1 To Connect IMPRESS ALL. Daniel A. ‘Danny’ Bobrow, MBA President. Why Exceptional Telephone Skills are important for your practice, and for you!. It is your ‘first date’ with the patient It’s the patient’s first impression of the office and, as such,

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To Disconnect, Press 1 To Connect IMPRESS ALL

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  1. To Disconnect, Press 1To ConnectIMPRESS ALL

  2. Daniel A. ‘Danny’ Bobrow, MBA President

  3. Why Exceptional Telephone Skills are important for your practice, and for you! • It is your ‘first date’ with the patient • It’s the patient’s first impression of the office and, as such, • It sets the tone for your relationship with them • It’s your best marketing tool • It reduces confusion and, therefore, stress • It instills a perception of quality about the entire practice, which leads to greater case acceptance (think branding) AmericanDentalMarketing.com

  4. The Call Handling Challenge And Opportunity! Poor customer service seems to be everywhere these days. Employees ignore waiting customers. “I don’t care” attitudes are prevalent. Supervisors don’t have the time or resources to train workers. But it also represents opportunity! Practices that deliver superior service make headlines because they stand out from the rest of the pack. -The Marketing Insider, Dental Products Report AmericanDentalMarketing.com

  5. Some concerns we hear from Team Members… • I was not hired to do this • Not my personality • Not honest • Callers are low quality • I’m a perfectionist • I’m too busy • I hate reading off a script • But our patients love us once they meet us AmericanDentalMarketing.com

  6. What We’ll Share Today • Your Tallest Tent Pole • Components of Communication • How to minimize ‘the visual gap’ • The Self-Fulfilling Prophesy Trap • Empathy and Rapport • Enthusiasm • Agreement AmericanDentalMarketing.com

  7. But First, Let’s Set The Stage For Success AmericanDentalMarketing.com

  8. Communications Skills and Equipment • Telephone Equipment • Outgoing Messages and • On Hold Messages AmericanDentalMarketing.com

  9. Is Your Telephone EquipmentUp To The Task? AmericanDentalMarketing.com

  10. Outgoing Message‘first impressions don’t always wait’ • In General • Max 4 Rings Before Answering • Avoid Reference to Hours & Other ‘Fluff’ • Never longer than 45 seconds • During Office Hours/Lunch Meetings, After Hours (SEE NOTES) AmericanDentalMarketing.com

  11. On Hold Messages • Keep It Current • Call Yourself (to confirm function) • Use It To • Build a professional image and • Prepare to speak with the most important person in the world! AmericanDentalMarketing.com

  12. Your Tallest Tent Pole AmericanDentalMarketing.com

  13. Communication Components • Verbal – 7% • Vocal – 38% • Visual – 55%! AmericanDentalMarketing.com

  14. Minimize The Visual Gap AmericanDentalMarketing.com

  15. Of Tire Kickers & Trigger Pullers AmericanDentalMarketing.com

  16. Different, not better (or worse) …externally generated patients do not yet know or trust you (but) that doesn’t mean they are not good patients…All of us have responded to a promotion (and) that doesn’t make us trailer trash! Trouble is, you might only remember the “clinkers.” -The Marketing Insider, Dental Products Report AmericanDentalMarketing.com

  17. The Self-Fulfilling Prophesy Trap When we label someone as undesirable, the quality of our communication changes… FOR THE WORSE AmericanDentalMarketing.com

  18. Empathy andRapport • A motivation oriented towards the other • The capability to understand another's feelings • To "put oneself into another's shoes” Important Because… People don’t care how much you know Until they know how much you care AmericanDentalMarketing.com

  19. Enthusiasm! AmericanDentalMarketing.com

  20. Gain Agreement By Connecting With The Caller AmericanDentalMarketing.com

  21. Connecting With The Caller Requires That We… • Avoid emotionally charged and negative words and • Gain and Maintain Control of The Call AmericanDentalMarketing.com

  22. Which Seminar Would You Prefer To Attend? Sexual Harassment in the Workplace, and Dealing with Racism Or Men and Women as Allies and Friends, and Celebrating Pluralism ????? AmericanDentalMarketing.com

  23. What do you do when you get a call from someone who is … • A current emergency patient • A current comprehensive exam patient • A current operative patient • A current hygiene patient AmericanDentalMarketing.com

  24. What do you do when you get a call from someone who is … • A prospective emergency patient • A prospective non-emergency patient who: • Wants to know the price of a procedure • Wants to know if you participate in their Plan • Is fearful • Does not know what they want ??? AmericanDentalMarketing.com

  25. Having A Plan For Predictable Scenarios Means Less Stress & More Energy To Devote To Selling The Caller AmericanDentalMarketing.com

  26. What Is It That You CANNOT WAITTo Tell The Caller? • Our • Dentist • Facility • Hygiene Department • Amenities • Training • Team • Is GREAT Because….. AmericanDentalMarketing.com

  27. Whoever Asks The QuestionsControls The Call • I can help you with that, my name is ____ • With whom am I speaking? AmericanDentalMarketing.com

  28. Quick!Answer The Phone.It’s Your Paycheck Calling! AmericanDentalMarketing.com

  29. First SELL, Then Qualify! • Greeting • Give/Get Name • Warm Welcome • Rapport, Enthusiasm, CONNECT! • Gain Agreement • Question • Offer Solution(s) • Sell Solution(s) • Collect/Confirm Details (LAST) AmericanDentalMarketing.com

  30. Kinds of things we listen for • General Greeting • Referral acknowledgement • Deft use of On Hold Message System • Price Quoting • Focus on symptoms or concerns • Offering no or low fee evaluation • Selling doctor/practice AmericanDentalMarketing.com

  31. Kinds of things we listen for • Gathering pertinent info • Discussing fees/fincl. Arrangements • Offering appt. • Giving directions (which way is north?) • Supporting / Endorsing Caller’s Decision • Overall attitude/friendliness/helpfulness AmericanDentalMarketing.com

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