{"id":111,"date":"2009-09-30T00:48:30","date_gmt":"2009-09-29T18:48:30","guid":{"rendered":"http:\/\/blog.jodena.com\/?p=111"},"modified":"2017-12-12T17:29:49","modified_gmt":"2017-12-12T17:29:49","slug":"great-telephone-technique-part-2","status":"publish","type":"post","link":"https:\/\/www.jodena.com\/blog\/great-telephone-technique-part-2\/","title":{"rendered":"Great Telephone Technique &#8211; Part 2"},"content":{"rendered":"<p>When a patient calls your office, they have very high expectations that you will be able to help them. Help them to resolve an issue, or help them with answers to questions. And in this microwave society in which we live, they want the answer quickly. My recommendation is to try &#8211; at all costs &#8211; not to say \u201cno\u201d or \u201cI don\u2019t know\u201d to a patient. Instead remember these nine words \u2013 \u201cthe best way that I can help you is\u2026\u201d The best way that I can help you is to check with our insurance coordinator and get back to you promptly. The best way that I can help you is to speak with the doctor and return your call later today.<\/p>\n<p>Another pet peeve \u2013 and I am certain that all of you have experienced this in numerous situations \u2013 is that people don\u2019t listen to you when you are speaking with them on the telephone. Hearing is a sense and just happens automatically. Listening is what we choose to do, and it is a very valuable skill. So listen intently to your patients. Make listening noises so that the patient knows you are engaged like \u201ctell me more\u201d or \u201cuh \u2013huh\u201d or \u2018absolutely\u201d. Don\u2019t just nod because they can\u2019t see you.<\/p>\n<p>And finally, welcome the opportunity to handle customer complaints. Research shows that if you can successfully resolve a complaint quickly and courteously, that patient will continue to do business with you and continue to refer patients. So never be confrontational \u2013 our customers are always right!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When a patient calls your office, they have very high expectations that you will be able to help them. Help them to resolve an issue, or help them with answers to questions. And in this microwave society in which we live, they want the answer quickly. My recommendation is to try &#8211; at all costs [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-111","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Great Telephone Technique - Part 2 - Jodena Consulting Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.jodena.com\/blog\/great-telephone-technique-part-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Great Telephone Technique - Part 2 - Jodena Consulting Blog\" \/>\n<meta property=\"og:description\" content=\"When a patient calls your office, they have very high expectations that you will be able to help them. 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