BY: DR. AKUAMOAH-BOATENG

TELEPHONE COURTESY To most people the telephone is a familiar object and accepted part of way of life. As a result we tend to take its correct use for granted, but all too often our mistakes show this assumption to be wrong.

TELEPHONE COURTESY cont’d The phone puts your client and the general public at your desk and it is important to note the following Your voice and manner should reflect the courtesy and efficiency that are expected of you show interest in your client’s problem Be prepared to listen to your caller

In this module we will learn how to : Answer the phone Put callers on hold Transfer a call Take a message End a call

HOW TO ANSWER THE PHONE Pick up the phone within three (3) rings (even if it is not your call or department.  Greet  Announce name/unit/department  ask how you may assist Good morning, MAB Hospital, OPD, how may I help you please. Or “thank you for calling MAB Hospital, good afternoon, Betty Speaking, how may I help you? Or “Dr Addo, good morning, how may I help you?” Avoid saying “ hello……..

HOW TO PUT A CUSTOMER ON HOLD Ask if you may keep them on hold Give a time frame. Be honest about the time you require and give the option of calling them back Eg. I’m trying to reach Dr. Akuamoah, would you like to hold on for a minute or we should call you back? Wait for a response Thank customer fo r holding on after you return to line

HOW TO TRANSFER A CALL Explain why the caller is being transferred and to whom Ask the customer if he/she minds being transferred Make sure some one is there to pick it up Tell the person to whom you are transferrin g the caller’s name and the nature of the call

HOW TO TRANSFER A CALL cont’d If the caller does not want to be transferred, offer to take a message and assure the customer you will ensure the message gets to the right person Eg. Sorry, Dr Brakohiapa is in his consulting room, would you mind if I transfer your call to him or you prefer to call him on ext 2345

HOW TO TAKE A MESSAGE Explain your colleagues absence in a positive way. Eg.  Mr. Akrong has stepped out/is not on his desk  Mr. Akrong is in a meeting  Mr. Akrong is out of the office today  Mr. Akrong isn’t available at the moment

HOW TO TAKE A MESSAGE cont’d Inform the caller of the availability of the person he wants to talk to BEFORE asking of his/her name Give an estimated time of your colleague’s return if possible Offer to help the person yourself, take a message or transfer them to another person WRITE DOWN all important inform

ENDING THE CALL Repeat any action steps you are going to take to avoid ambiguity Ask caller if you can do anything else for them Thank the caller for calling Let the caller hang up first Write down important information Be courteous – remember the telephone is the only link and your voice represents the organization.

HELPFUL HINTS Listen carefully and satisfy the caller at the other end If you need to take a message do not spend too much time looking for writing materials Please replace receiver gently and always end your call pleasantly. It leaves a lasting favourable impression with the caller

HELPFUL HINTS cont’d Ensure you pass on the message if necessary If you envisage a delay in meeting client request, please go back to him or your colleague and inform him to hold on while you work on it – frequently let the client know that you are aware he/she is on line Do not talk to other people while you are on phone Do not chew or make irritating noise while on phone

HELPFUL HINTS The ff: questions should never be asked by the receiver: Never say “who is speaking” or “what is your name” immediately you answer the phone. (Rather say “May I know who is calling please?) Never say “yes” sharply or retort “and who do you want to speak to” Never hang up on anyone without bringing the call to a polite end Never leave the caller at the other end and do other things

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QUESTION SKILLS Open ended or soft questions This require a descriptive response. For example Who is your General Health Practioner (GHP) or when is your appointment with Dr. Abigail Yeboah? How would you like us to resolve your concern? How are you today?

USES OF OPEN ENDED QUESTIONS To guide caller or solicit the appropriate information To expand scope of discussion To seek general information

CLOSE ENDED QUESTIONS Requires specific response, often a simple YES or NO. for eg. Is this your first time at MAB Hospital? Did you receive your hospital card? Did you take all your drugs as prescribed by the doctor?

USES OF CLOSE ENDED QUESTIONS To get specific facts To gain control of the conversion To manage time To retain focus on core issues

CALLS YOU GET FROM IRRATE CALLERS Stay calm and objective Admit mistakes on the hospital’s part or on your own. Don’t argue with caller Try not to dwell on or reinforce a caller’s negative feelings Let the caller know that the bucks stops with you Avoid being part of the bureaucracy

CALLS YOU GET cont’d From rambling callers( moving from one subject to the other) be courteous, but don’t be afraid to be firm and assertive Emphasize your professional, rather than personal interest in the caller Be persistent in your efforts to gain control of the call

CALLS YOU GET From Insistent callers Try to sound particularly sure of yourself. Convey confidence, professionalism, and a positive attitude Avoid discussions of management structure and responsibilities

CALLS YOU GET cont’d Assure the caller that you are the best person to handle the problem described Don’t take the caller’s attitude personal Know when to give up. Do what you can to solve a problem yourself, but learn to realize when the only way to appease a caller is to take the problem to your supervisor

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RAMBLING CALLER Lonely, bored Willing to pass away time Repeats same issue all over

RAMBLING CALLER Challenge Get the caller on track Get them off the phone politely Tactics Pay careful attention Interrupt politely at first opportunity Use close-ended questions, never use open-ended questions Politely refer to external pressures to end the discussion Appeal to callers fair mindedness

IRRATE CALLERS Angry Frustrated About to explode Tactics Don’t interrupt cooling-off/let-off Calm the caller by your calm disposition Use voice pitch and empathy to disarm caller Get the facts

Tactics cont’d Clarify your understanding Empathize and offer solutions If solution is not on hand, offer to call back Ensure you do so!

INSISTENT CALLER has made a judgment which may not be correct demands to speak to the “boss” Tactics Don’t say you will not connect caller to “boss”. Get as much information as you need for the “boss” Once you have the information, reassure caller you are competent to handle the matter Explain procedures politely. Be courteous. Use “We” rather than ”I”

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