When healthcare employees are on the phone, your organization’s reputation is on the line! This booklet is a nuts and bolts guide to great telephone behavior. After making a convincing case about the importance of great customer service on the phone, it identifies the critical behaviors that impress customers and build their customer in your staff, your department and organization. Self-awareness tools, telephone protocols and skill-building exercises make this guide a great aid in staff development and coaching.

• Rate Your Telephone Skills
• Telephone Check-Up

• Know Your Phone System
• Voice Mail Everywhere!
• A Friendly Voicemail Greeting
• Using Another Person’s Voice Mail
• What Do You Need to Find Out?
• Phone Courtesy with Co-workers
• Before You Answer
• Greet like a Pro
• Test your Greeting
• Handling Wrong Numbers
• A Good and Glowing Good-Bye
• Taking Messages
• Your Own Message Format

• Good Listeners Aren’t Born That Way
• Listening Practice
• Probing with Questions
• Job Aids

• What Can You Say to an Angry Caller?
• How to Say “No” with a “Yes”
• How to Put People on Hold
• Handling Phone Complaints
• Dealing with Language Differences

• Planning Your Telephone Tactics
• What’s Wrong with These Conversations?
• Ten Critical Points in Effective Telephone Communication