Best Customer service and Answering phone Module

Breakdown of the conversation
The blue type is the actual model script and you will see important Notes under each to pay attention to.

Note: Keep a smile on your face at all times.

Hello! (Good morning, afternoon or evening) this is _ (Name of Business) _, __ (Your name) speaking, how may I help you?

Note: This is one of the most important things, the Goal is to be kind, friendly, schedule them, and answer all their questions before they ask them. We cannot help them if they do not come in so smile, be attentive, and use their name A LOT and get them in the schedule because remember that they are having aches and pains. Secondly find out if it is for both Chiropractic and Massage or one or the other. This way we know how to schedule them.

May I have your First and Last name and could you spell it out for me, Please?

May I have your First and Last name and could you spell it out for me, Please?

Note: This makes it easier on you to say and use their name correctly and also so you don't misspell there name. REMEMBER: TO SAY THERE NAME OFTEN it creates a relationship between the two of you.

Is this your first time visiting with us?

Note: Again this so you know how to schedule them and you can explain to them how the office works.

What day works best for you?

Would like to come in the Morning, afternoon, or evening?

What would be the best time for you to come in on Tuesday in the afternoon?

Let me look at the schedule for Candice on Tuesday.

Note: These three questions get you straight to the point which saves you and the patient time and they are on the schedule meaning you have just met your goal and the rest is easy from here. REMEMBER: TO SAY THERE NAME OFTEN- create the relationship between the two of you and Keep a smile on your face at all times.

(Repeat the appt back) Great we have an opening in our schedule for 2pm on Tuesday Candice, I would just need a couple pieces of information in order to put you on the schedule if you don't mind?

Note: This statement lets the patient know that you have agreed on a date and time and you will be confirming that by adding them to schedule. You are also informing that you will need some personal information about them to complete this schedule appointment.

What is the Best contact number to put down for Candice?

Note: Need to know and have a contact number just in case you might need to change or remind them about their appointment and don't forget to use their name

We will be sending out a confirmation e-mail with our office information and the initial paperwork so what would be the best e-mail address to send that too?

How did you hear about us?

Note: Explain why u asked these questions. -------> The reason I ask is because most of our new patients are referred by other patients in our office so we always like to know who to thank.

(Repeat the appt back) and always ask Do you have any other questions?

Note:You want to give them the address and explain how to get to your location in detail only if they ask for your location in detail.

Note: (Repeat the appt back) and give a closing by including office information like telephone number, website address and your name again. Make sure to Spell it and repeat it for them at least twice.

Example conversation:

Hello! (Good morning, afternoon or evening) this is _ (Chiropractical Solutions & Massage) _, __ (Stephanie) _ speaking, how may I help you? I would like to set up for a massage and maybe to see the Doctor as well.

May I have your First and Last name and could you spell it out for me, Please? Candice Taylor

Candice, Is this your first time visiting with us? Yes

Let me tell you how the office works. The 1st time you come in it is $80.00 for TWO 60 minute Massages and a health consultation. The massages are usually $70.00 but if you come within a month of a previous massage then it is $45.00. The reason we do this is because most people come in with various stress, aches, and pains therefore it makes it more affordable if one wants to receive care on a regular basis.

Now Candice, What day works best for you? Tuesday

Would you like to come in the Morning, afternoon, or evening? Afternoon

What would be the best time for you to come in on Tuesday in the afternoon? 2pm works

Let me look at the schedule for Candice on Tuesday.

(Repeat the appt back) Great we have an opening in our schedule for 2pm on Tuesday Candice, I would just need a couple pieces of information in order to put you on the schedule if you don't mind? Not at all

What is the Best contact number to put down for Candice? (773)000-0000

We will be sending out a confirmation e-mail with our office information and the initial paperwork so what would be the best e-mail address to send that too? Name@yahoo.com

How did you hear about us? The reason I ask is because most of our new patients are referred by other patients of our office so we always like to know who to thank for the referral. Newspaper

(Repeat the appt back) Ok Candice we have u all set for Tuesday at 2pm on January 1, 2010

Do you have any questions? Yes, what is your address to your office?

We are Located at 1720 W. Belmont Ave which is just west of Belmont and Paulina intersection on the north side of the street.

Do you know how to get to us? Yes (If not, then ask...are you driving or taking public transportation? Explain in details only if they ask)

Transportation:

Driving:

It is very easy to get to 1720 W. Belmont.
There is street parking nearby without meters or permits either in front of the office or on a side street close by!
(*note: on south side of street you cannot park from 7-9am and on north side of street you cannot park from 4-6pm so please read the signs.)
If you are coming locally go to Belmont Ave and we are at 1720 Belmont
Lakeshore Drive: you can get off at Belmont and go west until you get to 1720 Belmont
90/94 get off at Kimball and go south 1 block to Belmont and then go east (once you get off at Kimball then you should see Belmont Ave right away)

L:
We are walking distance from the Paulina L stop brown line which opens in March
We are 7 blocks from the Belmont L stop which is the red, brown, and purple line and people can walk or get on the Belmont bus (#77) going west
Bus:
We are on the Belmont Bus line (bus # 77)
There are bus stops on the corner of Paulina/Belmont

(Repeat the appt back) Great, Candice we have you all set for Tuesday at 2pm on January 1, 2010

Do you have any other questions for me? No

(Repeat the appt back) Great, Candice we will see on Tuesday at 2pm on January 1, 2010 you can go ahead and look at our website if you have any other questions or feel free to call us, let me give that address to you. The web address is www.drweisz.com, our phone Number is (773)598-5851 (Spell it and repeat it for them) and my name is Stephanie and we look forward to seeing you soon.

!! Have a Great Healthy Day!!