4. TELEPHONE PROCEDURES

The telephone is one of the most important tools needed to hold a successful chiropractic practice. The proper use of the phone is imperative to build a good practice. The efficient chiropractic assistant will practice telephone procedures until it is second nature, then review periodically. Improper telephone procedure can actually damage a practice as well as inhibit future growth.

There is only one opportunity to make a good impression. The beginning of the patient's first impression of the office is formulated by the first telephone call. The telephone call can set the tone for the patient's entire relationship with your office.

EACH TIME THE PHONE RINGS- it could be a new patient so smile and have fun.

PAUSE, SMILE & ANSWER

PAUSE- The pause gives you, the CA the opportunity to compose yourself. It brings you into present time consciousness.

SMILE- A smile can be conveyed over the phone and the effect will be as positive as a smile in person.

ANSWER- your answer should be clear, and you should sound happy and helpful.

1. AGREE, AGREE,AGREE

The patient is always right even, when he or she is wrong. Let the patient know you agree then explain how things should be handled.

2. USE YOU WORDS

People consider themselves the most important person in the world, particularly in pain or trouble. By emphasizing "you" words, the patient feels important and comfortable, use their name it makes them feel special, to feel better and patient will always heal better if they are comfortable. So care for people and they will teach this concept to our staff.

ANSWER THE PHONE IN THE SAME MANNER

"Good morning chiropractic solutions and massage Mary speaking, how can I help you?".

Unless the caller identifies themselves and you know who it is, your response should always be -"when was the last time you saw dr. smith?"

The response will tip you off as to what type of patient is calling

A.) NEW PATIENT

B.) REGLAR CHIROPRATIC PATIENT

C.) REACTIVATED OLD PATIENT HAS NOT COME IN 6 MONTHS.