Great Sample Call

• Team member starts the call with great tone and continues that all the way through.
• She thanks the patient for calling and helps create a feeling that she is doing the customer a favor - by helping him pay for all the treatment right now. She makes the payment process light hearted and easy.
• She shows she is considerate of the patient’s time by asking him, “Are you in a big rush?”.
• Thinking out loud is a great way to help reassure the patient. (This call is going to take some time to figure out the correct amount and procedures for both children. Thinking out loud to the patient helps fills in the awkward silence and builds trust that you are reviewing their account in detail.)
• Team member apologizes for computer issues and reassures patient by telling him it’s the internet. (Computers are wonderful…when they work! When you are having computer “issues” we need to make sure the patient feels protected (Since their personal information is in our system - especially in this case; where you are dealing with a credit card) There are 2 things you should say to a customer in this situation:
• “I am so sorry; it appears our internet is down for the moment, would you mind...”
• “I am so sorry; it appears our computers are updating at the moment, would you mind if I get the best number to reach you and call you right back?”
• Team member assures the patient she will call him back and verifies the best phone number.
• Good rule of thumb: Studies show that people want a 1 call resolution. Giving the patient a choice by saying, “I would be happy to take the credit card number down and process your payment when our internet is up; or I can call you back for the payment... what would work best for you?” This allows the patient to decide what they feel most comfortable with and builds trust; while giving them a simple and easy solution.
• Team member follows through with calling patient back for payment.(This is a great example of a technical “pass”. Not calling the patient back would be a technical “fail”.)
• Tells the patient 2 times that she appreciates him taking care of the payment and thanks him before ending the call.