Kern Medical New Associate Orientation Guide

BLAAST on the Phone

Be Committed

• Answer inbound calls as quickly possible (by the third ring). • Greet callers in a friendly, professional manner. • Smile during the call. Smiling naturally improves the voice making it more energetic and friendly.

• State your name and location.

Listen to Request

• Ask the caller how you may be of assistance.

• Speak in a low tone, at moderate volume and speed. “Good morning, this is Kern Medical Department…, my name is…. How may I help you?”

Acknowledge & Clarify, Take Action

• Ask questions to clarify anything not understood.

• If it is necessary to place a caller on hold, ask permission and wait for an answer.

• Estimate the timeframe. “Mrs./Mr. …, I will need to look up that informatio n for you. May I place you on hold for about 2-3 minutes? (WAIT FOR ANSWER) Thank you, pleasehold. ”

• Listen attentively and make sure you understand what is being asked.

• Repeat key points to clarify the callers’ needs or requests. If necessary, take notes. “Mrs./Mr. …, I understand that you are calling to check on the date and time of your next appointment. Is that correct? ”

Satisfaction Confirmed

• Close the call in a friendly, professional manner. “Thank you Mrs./Mr. …. Is there anything else that I can help you with? ” (WAIT FOR ANSWER).

Thank you

• “ Thank you for calling and have a nice day. ”

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