Front Office 201: Advanced Phone Skills-Bonus: Front Office 201 Guide

Bonus: Front Office 201 Guide

Pdf Summary

The International Hearing Society has provided these worksheets exclusively to attendees of the Front Office 201: Advanced Phone Skills webinar who have also completed a CE quiz for credit. This document is for demonstration purposes only and may not be copied, distributed, or sold without permission. The document focuses on training front office staff in advanced phone skills to unlock the full potential of the phone as a tool in the hearing dispensers practice. Three common mistakes when answering calls are identified and solutions provided. The receptionist should not assume the caller is the patient, should not immediately ask for an appointment, and should have a script to guide the conversation. Establishing a relationship with the caller is important and receptionists should listen, ask, and guide the conversation. Another tip is to answer caller questions concisely within 4-5 seconds and avoid pauses. Commonly asked questions and answers are provided to help receptionists feel comfortable, make a good first impression, and build trust with callers. By following these guidelines and using a script, receptionists can effectively handle calls and turn them into companioned appointments.

Keywords

International Hearing Society

Front Office 201

Advanced Phone Skills

webinar

CE quiz

front office staff

answering calls

receptionist

script

building trust