You Know My Name. Look Up the Number.

 

If Julie answered the phone like this in my office, she wouldn’t have a job for very long.

 

 

Scenario 1

FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?

Caller: Hi Julie. This is Mike. I need to schedule a dental appointment.

FD: Have we ever seen you before?

Caller: Um, yes, I was just in this morning.

 

Scenario 2

FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?

Caller: Hi Julie. This is Mike. I need to schedule a dental appointment.

FD: Hi Mike! When would you like to come in?

 

Scenario 3

FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?

Caller: Hi Julie. My name is Mike. I’ve never been to your office, but I have a terrible toothache.

FD: Ok! What insurance do you have?

 

Each scenario presents an opportunity for Julie to SHINE, but instead, she falls flat. She means well, but she isn’t taking control of the phone calls like she should. Julie’s efforts just AREN’T ENOUGH!

It looks like Julie needs my New Patient Reservation System to properly handle these calls!

How do you think Julie should have responded in each of the scenarios?

About Missy

Comments

  1. Tools for success, like your New Patient Reservation system, is what it sounds like Julie could use! Poorly answered phones is one of my biggest pet peeves! I called an office the other day, and straight out of the Madows Dental Video Parody’s – this chic answered the phone with a clipped, nasty “DENTAL OFFICE!’……….. never said the practice name, her name, thank you for calling, nothing. Just DENTAL OFFICE. Bet their new patient flow sucks. 🙂 Great blog Missy, and peeps definitely need to check out your New Patient Reservation System!!