Don’t Let Your Calls Go Viral

Positive customer service phone calls don’t typically go viral, but the bad ones do (most recently, Comcast). Callers to your practice have the technical knowledge to record calls and post them online for millions to hear. If you are not 100% confident that your front desk staff is handling every phone call to prospects and patients with respect, you run the risk of serious damage to your practice.

Your staff may not badger callers, but they may not be maximizing the effectiveness of every call, either. Does your staff know how to:

• Engage callers into the elective surgery conversation
• Help prospects move past common obstacles like fear and cost
• Set a solid next-step plan of action

Effective elective surgery phone sales happens when your staff is prepared to tackle any type of inbound or outbound calls with professionalism and use techniques to move potential patients down the elective surgery path. These are not cold calling techniques – you are typically speaking to people who have expressed some level of interest in your specialty. But it’s important to remember that the people you speak to may have cold feet about jumping on the elective surgery bandwagon. It’s your staff’s job to warm them up to the benefits of your specialty.

Register now for our last August medical marketing webinar on Aug. 28 at 3:30pm EDT. We will be covering the topic, “6 Steps to Effective Elective Surgery Phone Sales” to help you keep any negative customer service calls from your practice off the internet.