Front Office 201: Advanced Phone Skills-Front Office 201: Advanced Phone Skills Recording

Video Transcription

Video Summary

Welcome to the webinar on Front Office 201, Advanced Phone Skills. The presenters are Keri Peterson and Fran Vinson, and the expert presenter is Bob Hanson. The webinar covers topics such as establishing relationships with callers and improving phone skills. Some housekeeping items are mentioned, including the recording of the webinar for future use and the availability of one CE credit. The webinar focuses on optimizing incoming phone calls, listening techniques, and avoiding common mistakes. A script is provided for handling phone calls and making appointments. The script asks questions about the caller's needs and difficulties, and guides the receptionist in collecting necessary information. The script is designed to keep the receptionist in control of the conversation and provide professional answers. The transcript includes examples of how the script works in different scenarios. The average call time using the script is around four to five minutes. Questions are answered about handling specific situations, such as talking to a specialist or convincing hesitant callers. Suggestions are given for politely ending calls. Vaughn's software, which the webinar discusses, does not currently download into the cycle program, but it may be a possibility in the future. Vaughn's contact information is provided for further inquiries. Participants are reminded to fill out a feedback survey and offered information about CE credits and IHS membership.

Keywords

webinar

Advanced Phone Skills

establishing relationships

improving phone skills

script

handling phone calls

making appointments

receptionist

caller's needs

Vaughn's software