Do Your Callers Get Compassion or Condescension?
Remember the parable about six blind men and an elephant? Each touched a different part of the pachyderm and walked away with very different impressions of what it really was. All were correct in what they had experienced but each was wrong in his understanding of the whole.?
Telephone communication can be much like the experience of the six blind men. Neither party to the conversation has the entire picture. Staff rarely have the full picture when patients call. They must do their best to interpret the signs, signals, and messages that they receive during the telephone transaction. Sometimes these are loud and clear, other times they are vague and distant.
The business employee can’t see the stress that the caller is under. “Dale” is a single dad trying to juggle a full-time job and the needs of three children. He hopes the dental office staff understand that he really can’t take off work three different times to bring his children in for separate appointments. He needs to talk to someone who isn’t going to tell him that his request can’t be accommodated for months, unless he’s willing to be flexible. Flexibility is not something Dale has the luxury of enjoying. “Helen” is an elderly woman who has trouble hearing. She needs to talk to someone who will be patient with her. “Tara” has 10 minutes to get her appointment scheduled while on break. She doesn’t have time for chitchat. Each patient brings his/her own stresses and challenges to every phone call they place to your practice.
Below are what I consider to be the Top 5 most important skills for ensuring a positive practice/patient interaction every time you pick up the phone.
#1 - Listen. Stop talking and listen.
When you really listen to the patients, you are focused on what they are telling you. You’re not thinking about what you are going to say to them as soon as they pause to take a breath, or what you have to do as soon as you can get them off the phone. Listen to the tone of their voice as well as the words they choose. When the caller is in a hurry, don’t take it personally. It’s not directed toward you. It’s reflective of their situation. Remember they need your help and they need it now.
#2 - Be patient.
Don’t finish the patients’ sentences for them because you have more things on your plate than just this phone call. It will take some a little longer than others to explain what they need. But your patience will pay dividends in the relationship the practice builds with the patients.
#3 - Effectively answer the questions.
A patient calls and asks: “Do you have any Saturday openings?” This is not an invitation to explain the history of the schedule or your personal opinions. “No, we used to be open on Saturdays, but we had so many no-shows and cancellations that it just wasn’t worth it. We were all giving up our Saturday mornings for nothing.”
Instead, answer the question and choose positive language. “We have several convenient patient times available through the week including early morning appointments beginning at 7 am on Mondays and Wednesdays and evening appointments on Tuesdays and Thursdays.” This is much more effective than answering the question “Do you have Saturday appointments?” with “No.”
#4 - Know the products and services that the doctor provides.
Be prepared to answer key questions about such services as crowns, fillings, implants, dentures, partials, whitening, veneers, patient financing, and insurance accepted by the practice, to name a few. Create “FAQ” (frequently asked question) sheets, so that patients and prospective patients can get prompt answers to basic questions.
#5 - Stay calm.
If the patient is upset, the worst thing you can do is react emotionally or become defensive. Remember, the caller is contacting your practice because s/he needs help, not an attitude. The patient may not understand the charges on their bill. They may be in pain because of a dental emergency. They may be upset because they just learned they need specific paperwork completed to receive their insurance reimbursement. Again, like the six men and the elephant, you won’t have the complete picture as to why they are upset. Remain calm, listen, and give them the time they need to explain their situation.
Find out how you come across on the phone. It will open your eyes to a whole new world of better patient service. Telephone Evaluations are a great way to assess where your office stands.
Tips : 5가지 전화응대 스킬법
공감과 겸손, 어떤 쪽입니까?
장님과 코끼리 우화를 기억하는가? 6명의 장님이 코끼리의 서로 다른 부위를 더듬어 코끼리를 알게 되었다. 각자는 자신이 만진 부위를 정확히 기억했지만 전체 모양은 알지 못했다. 전화응대도 이와 같다. 보지 않는 대화로는 전체 그림을 그리지 못한다. 따라서 환자가 주는 신호들을 감지해서 정확하게 파악할 필요가 있다. 전화응대 시 가장 중요한 5가지를 살펴보자.
1. 말하지 말고 경청하라!
환자가 말하는 바에 집중한다. 환자의 말하는 톤이나 선택한 언어의 표현 수위도 유의하자. 환자가 조급하게 성을 내도 이는 당신에게 향한 것이 아니라 환자의 상황에 쫓겨 그런 것임을 이해하자. 환자는 지금 우리의 도움이 필요하기 때문에 전화한 것이다.
2. 인내심을 가져라!
전화기 너머 상대의 말을 끊지마라. 자신이 필요한 것을 설명하는데는 다소 시간이 필요하다. 환자가 지불하는 비용은 환자와 병원간의 관계에 대한 비용이라고 생각한다면 충분히 인내심을 가질 만 하다.
3. 질문에 효과적으로 응대하라!
환자의 질문에 지혜롭게 대답하자. 예를 들면, “토요일 진료합니까?”란 질문에, “아니오. 토요일에 문을 열었지만 예약부도나 취소환자가 많아서 토요일 진료할 필요가 없더라구요”라는 설명보다는 좀 더 긍정적인 표현을 선택하는 것이 바람직하다. 즉, “언제부터 언제까지 선택하실 수 있는 진료일정이 가능합니다”라는 긍정적인 선택법으로 유도하는 것이 바람직하다.
4. 치과의 치료재료와 치료법에 대해 알고 있어야 한다.
환자가 궁금해하는 치과의 여러 진료법, 예를 들면, 크라운, 브릿지, 임플란트, 덴처, 미백 및 비니어와 비용 결제방식 등 자주 받는 질문을 FAQ 차트로 만들어 환자의 기본 질문에 응대할 수 있도록 준비하라
5. 침착하라.
환자의 감정에 휘둘리지 말고 침착하게 응대한다. 때로는 환자가 지나치게 감정적이거나 공격적일 때가 있다. 환자는 자신이 필요해서 치과를 찾는 것이므로 침착하게 응대한다. 환자의 감정을 개인적으로 받아들일 필요는 없다. 침착하게 환자의 말을 경청하고, 환자가 충분히 자신의 상황을 설명할 시간을 줘라.
그리고 때로는 자신이나 직원들의 전화기 너머 응대하는 것을 들어보라. 전화응대를 평가하는 것도 치과의 상태를 평가하는데 훌륭한 방법이 된다.
