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Staff Workshops

“Five Star Telephone Techniques”

Program Workshop – 2 hours
This is an interactive workshop that allows opportunities for staff members to practice new skills.

The telephone is the portal to the practice. Staff members who deal with callers can
leave a lasting first impression, either positive or negative. This program provides proven
techniques for making callers feel valued and reinforces the importance of delivering
excellent service on the
phone.

The workshop is interactive with activities that include:

 Test your telephone savvy

A brief quiz to determine participants’ perceptions of their roles as portals to the practice

 "Why Customer Service Protocols and Scripts?”

Discussion of the difference between clinical and service protocols and the need for each.

 A Better Care Experience is C.L.E.A.R.!

Easy-to-recall acronym including proven phrases and “scripts” to make callers feel like
valued customers, loyal to the practice and willing to refer others for care.

 Dealing with Challenging Callers
Demonstration/practice regarding how to manage difficult callers including the hearing
impaired, elderly, non-English speaking.

 Handling Complaints With "H.E.A.R.T."
Discussion/practice of proven techniques for handling complaining callers effectively even
when there is no solution!

Contact us today to schedule a staff workshop!