Phone etiquette is important, says Jeremy Keen, DVM. Presenting a relaxed, positive and service-minded personality regardless of how busy we are is critical to client satisfaction. The same goes for retail associates, dealers and telephone persons in distribution or manufacturer call centers. Any phone call we handle is the image of our company in that moment.
Source: Veterinary Economics, February 29, 2016.
The front line is crucial in starting and maintaining relationships with pet owners and making the very best first impression. Dr. Keen shares four very basic things that get lost in rushed, busy environments: 1) A polite and sincere hello followed by 2) the hospital’s name, 3) the receptionist’s name, and 4) some version of “How may I help/care for/serve you today?”
INSIGHTS: Seem basic? It is. But ask a rep who has been sitting in a waiting room about how front desk personnel handle incoming calls or their experiences with calling to set appointments. If they tell you the truth, there’s always room for improvement. Telephone etiquette and the phone answering rules apply to everyone in a veterinary hospital or animal health business. Our image is what we project via the phone.