Austine Etcheverry
Media Specialist
Part 2 of 2
A few key factors:
Pitch: Is the
sound of the voice. Is it too high
or too low? Pitch can also give
away our emotions. If we speak in a high tone, it might tell patients we are
stressed.
Tone: At some
point we have all probably been told, “Not to take that tone of voice.” It is
usually said when are getting snippy with someone. Tone can set the mood for the rest of the phone
conversation.
Volume: How loud is the speaker? Can you hear the words
clearly or are they speaking too low.
Keep your volume appropriate for the situation.
Cadence: Is the rate and rhythm of the voice. Does your receptionist speak loud and
fast, or soft and slow? Or do they speak at an even rate that delivers the
message effectively and efficiently?
Breathe control:
Breath control is a yoga technique that is used to control breathing in
difficult poses. It is related
your physical condition and posture.
Sitting up straight will help with overall breath control. Breathing correctly can also help
decrease your stress level.
Pronunciation: A clear, complete message allows the patient
to get the information and facts they need. How certain words are pronounced can change the meaning of
the message.
Before any sporting event, practice occurs. Warming up the voice before you
answer calls for the day can improve your pronunciation, voice quality and
clarity in speaking. Although,
most of us have been communicating for years that does not be mean we don’t
need practice.
Let’s face it stress is a part of our everyday world and that
strain is relayed in our voices more then we know. Part of giving the right image to customers is keeping that
pressure from impacting our telephone voice. If individuals in your office are feeling stressed, your
patients may be also feeling it every time they call. Not the message you wish to send. Managing the tension in our own voice will help build a
relationship between your patients and the entire office.
Encourage your receptionist, to stand frequently to stretch
their legs. Or have them take a
break to imagine their favorite vacation spot, especially after they've taken
an angry call from a patient. At the end of a heated call, have them take a
step back, breathe deep and then answer the next call. Remember it is not that patient’s
fault the last one was upset.
Helpful tips:
1. Always answer the telephone with a smile. A smile is warm, welcoming and
inviting. People, who smile, pass
on a smile to those around them.
When someone calls your office if they are upset, the situation can be
diffused before the conversation begins just by answering the phone with a
smile in your voice.
2. Use a comforting tone. People may have past fear or feel anxious about setting up
an appointment or calling the office.
Those fears can be extinguished when they call for the appointment and
feel the voice behind the phone is soothing. If the tone is rushed or harsh, patients may come away with
the opinion that your office is full of people who will not take the time to be
supportive or won’t listen to their concerns. A phone call can become quickly heated if the person on the
other end feels they are not being listened to or understood.
3. Use an appropriate volume. If you talk too loud on the phone, patients may not be able
to wait to get off the phone with you and may not want to call back. Likewise, if you talk too soft, they
may wonder if you are confident and able to take care of their needs. Your volume can make people
uncomfortable.
4. Be clear and enunciate the words. People are busy, so chances are when
they called your office they aren’t sitting down in a quiet setting with
nothing else going on. You can’t
afford for your message and voice to get lost among the background noises of
their life. Studies suggest people
tend to rush middle sounds and drop ending sounds when they are communicating
with others. Being aware of this
can help anyone who answers the phone in your office to communicate more
effectively and efficiently.
We have all heard the age-old saying, “practice makes
perfect.” This is a case where
practice can and always should be done to improve the verbal messages your
office is sending to others.
Today, people can go to a hundred different dentists, but can you afford
to lose one patient because of bad phone etiquette? What will your
office accomplish in the first six seconds of the next incoming phone call?
Austine Etcheverry is a coach with Salt Dental Practice
Management. Savor success and learn more at www.saltdpm.com or contact her at info@saltdpm.com.
This article was originally published by Tri-County Dental
Society Bulletin
Follow us on Facebook
No comments:
Post a Comment