2. Answering Calls (1/3)
• Answer the phone as quickly as possible (before the third ring).
• Use a friendly greeting, “Good morning” or “Good afternoon” and confirm:
Who the patient is calling: “Dr. Smith’s office.”
Who the patient is speaking with: “This is Mary.”
• Offer assistance, “How may I help you?”
• Smile when answering the phone (callers can “hear” your smile).
• Identify who the caller is and use the caller’s name.
3. Answering Calls (2/3)
• Be polite, use “please” and “thank you.”
• Be enthusiastic, this energy transfers to
the customer.
• Listen to the caller, acknowledge requests
or concerns.
• Treat every caller as though you are
speaking to a friend.
• Stay positive, be considerate, show
interest, and care.
4. Answering Calls (3/3)
Avoid the five forbidden phrases:
• “No” - Instead find a way to state the situation
positively
• “I don’t know” - instead say “that is a good
question let me find out for you”
• “I/we can’t do that” - instead say “this is what
I/we can do”
• “You will have to” - instead say “here is how
we can help you”
• “Just a second” - instead give a more honest
estimate of how long it will take you.
5. Making Calls
• When you call someone and they answer the phone, first identifying
yourself: "This is _______. To whom am I speaking?"
• Always state the purpose of the communication.
• When you reach a wrong number, don't argue with the person. Say:
"I'm sorry, I must have the wrong number. Please excuse the
interruption." And then hang up.
• If you tell a person you would call at a certain time, call them as
promised.
• If you need to delay the conversation, call to postpone it.
• Leave a number/message for that person to call you back, if they are
not available
6. Transferring Calls
• Identify who the call is for and who is calling.
• Let the caller know you are putting them on hold to transfer the
call. “Please hold for a moment while I let Sidharatha know you
are on the line.”
• If the recipient is on the phone, ask if the caller would like to
hold, leave a message, or be transferred to voice mail.
• Announce the name of the caller and inform them what the
caller is asking about so the caller does not have to repeat
himself/herself.
7. Putting Calls on Hold
• Ask the caller for permission to be put on hold and wait for an
answer. “Hello, this is Mary. I have another call, will you please
hold?” (Yes) “Thank you, I’ll be with you in a moment.”
• Remember who you put on hold and on which line.
• Return to the caller every 20 to 30 seconds. Thank them for
holding.
• Ask the caller if they wish to continue holding or leave a
message.
• When possible, alert the recipient that a call is holding; they
may be expecting the call.
8. Taking Messages
• Make sure you have the correct name and number.
• Ask the caller if there is a specific time they would like the call
returned.
• Ask the caller if they would like to leave a specific message.
• Repeat the number and message back to the caller.
• Assure the caller you will deliver the message, “I’ll give Mr Amit
the message and ask him to return your call.”
• Mark the message with the date and time of the call and sign or
initial the message.
• Promptly deliver the message.
9. Ending Conversation (1/2)
• Before hanging up, be sure that you have
answered all the caller's questions.
• Promise to finish your discussion at
another time.
• Tell the person how much you've enjoyed
speaking with him/her.
10. Ending Conversation (2/2)
• Let the caller hang up first. This shows the
caller that you weren't in a hurry to get off
the phone.
• Always end with a pleasantry: "Have a nice
day" or "It was nice speaking with you."
• As long as you are honest and polite with
the other person, you shouldn't have any
problems getting off the phone.
11. Words and Phrases to use
• Hello!
• Good morning!
• May I help you?
• I'm sorry to keep you waiting.
• Please, excuse me for a moment.
• Thank you for waiting.
• May I take a message?
• Would you like to leave your number?
12. Words and Phrases to use
• It was nice talking with you.
• Is there anything else I can do for you?
• I'm very sorry.
• It's been a pleasure to talk to you.
• You're welcome.
• Thank you for calling.
• "He's away from his desk. May I have him return your call?"
13. Top 10 List of Telephone
Etiquette:
1. Answer all calls with a warm, sincere
greeting.
2. Be pleasant and interesting (don’t
allow patients to think you are bored).
3. Manage expectations and sincerely
apologize if expectations are unmet.
4. Listen without interrupting.
5. Respond with appropriate emotion
(show enthusiasm or empathy).
6. Be polite and kind (genuine
politeness is rare these days).
7. Appreciate a person’s time and
respect it as valuable. Remember,
patients have a choice and can
choose to spend their time with a
competitor.
8. Always make the other person feel
important.
9. Avoid being condescending, even if
you are asked silly questions.
10. Take time with everyone and do not
rush someone off the phone. You
want to encourage them to call again
and schedule a return visit to the
practice!
14. Cell Phone Etiquette (1/2)
• Switching it Off : Know when to turn it off or
vibrate it. Eg. meetings, movies, worship,
seminars, etc .
• Vibrate mode when in places where you can
take a call, but don't want to disturb others.
• Be Brief when you get a call and you're with
friends, keep the call short.
• Be Polite: Speak in a lower-than-normal voice,
you will be heard by the caller, and not others
in the room.
