Australasian Dentist Issue 92

CATEGORY 138 AUSTRALASIAN DENTIST THE FULL COMPLEMENT Dr Alan Carlton shares a coffee … with Jodi Sutton My aim in this column is to understand the dental community. I want every section of the dental community illuminated. Everybody has a story to tell. Everybody has a story worth hearing. Alan: Today let’s talk about answering the phone? What is a bad way? Jodi: To say hello and then nothing, because whoever is on the other end has no idea who they called or even if they have dialled the right number. Alan: Well if I was writing a textbook the right way to answer the phone is: Good morning, thanks for calling, and then mention the name of the practice and then mention your name and then say may I help you. Jodi: I’d agree with all of that. Alan: To teach people to answer perfectly you should write it down. Give them a script. Jodi: Initially a script is very helpful. It tells people what it is we want you to say when you answer the phone. Some people learn in different ways. Some people may need it written down. Do whatever you need to do. Alan: When you ring up a business some people I speak to haven’t followed a script. Does it matter? Jodi: A couple of times I have rung up and because of what they say I decide not to go here. I wait then ring back and cancel the appointment. The person on the phone is very important especially if it is a new person calling. Alan: Let’s call it first impressions. Jodi: We are in an industry where people are feeling vulnerable at the best of times. And we don’t know what their story is. Alan: Their story may be: I need my regular check up and clean; any morning next month. Or my kids are annoying me, my car needs fixing, I wish my boss would like what I do and now this bloody tooth keep me up all night. I’ll try this dentist. Alan: When you recognize someone who rings up what should you do then? Should you smile? Can they see you smile? Jodi: I would say their name. I love it when I freak them out. Alan: I rang up the hairdresser to make an appointment and she picked up the phone and mentioned my name before I spoke. Jodi: Yeah, Caller ID. These phones are getting fancier and fancier. Alan: And then my hairdresser mentions something personal and I thought I’m batting out of my league. Jodi: You are paying for a pretty fancy service when all you want is short back and sides. Alan: She recognizes and remembers me. That’s a bit much. Jodi: Could be. You might be on their problem list. Alan: Hopefully I’m not on their problem list. Cutting my hair is pretty simple. When they use their mirror to show me the back I always say looks good. Another issue is the speed of picking up the phone. Jodi: It is a bit tricky. If you are dealing with pats at the desk and the phone rings then the person in front of you was there first. You should ask the person on the phone to hold. In theory everybody is happy unless you forget to go back to the person on the phone. I forgot once and 10 minutes later I went back to the phone and she was still there. Alan: She must have thought: Really busy practice. Jodi: Or she badly wanted that check up and clean. Alan: What is a good way to end a call! Jodi: Confirm the appointment. Repeat what you have just said. Alan: Have you understood or are you happy. Jodi: I would say is there anything else I can help you with. Alan: Cultural factors. Is that an issue? Jodi: It quickly becomes evident if English is their second language and their ability to communicate is difficult. Alan: The important thing is getting to basics: the essence of the call. Jodi: Broken English can be a hurdle. Alan: Get straight to the main point. Try and help them. Is it obvious if I say, ‘don’t interrupt’. Is that obvious? Jodi: If you have someone who is particularly aggressive you can either interrupt them or let them speak as you figure out what to say. Jodi: We do get people who are so aggressive you can’t win. Best to lose quickly! Alan: Best to get cleaned bowled first ball and move on. But some people ringing have a toothache. Is that an excuse for rude behaviour? Jodi: That is a factor because ... and people react differently when pain is a factor. Alan: Music when you are put them on hold. Yes or no? Jodi: Not elevator music. Try the radio. You are not listening to the same tune over and over. There have been places I’ve called and they put you on hold and there is nothing and you don’t know if you are no hold or they have hung up. Alan: So we want music but not elevator music. Jodi: I would go with the radio. u