Phone Etiquette

What is the basic anatomy of the call flow?

• Hello, Why, Help, Thank you

• Hello, thank you, Help

• Thank you, Hello, Why, Help

• Why, Hello, Help

TRUE OR FALSE: One of the benefits of providing customer service is Publicity

• True

• False

When does our relationship begin with the patient?

• never

• when we get the patients name

• when making jokes

• At the beginning of the call

When you're having a difficult moment with the patient, should you raise your voice?

• True

• False

Warm transfers are guided calls that require an introduction and hand off

• True

• False

We are ABLE to make BLIND TRANSFERS to offices

• True

• False

How long can we keep a patient on HOLD?

• 1 min

• we cannot use Hold

• as long as we want

• 30 seconds

We CAN place a patient on hold UNNECESSARILY

• True

• False

Should we express EMPATHY towards our patients?

• Yes

• No

We should encourage patients to call us?

• True

• False