Are you recording your offices incoming and outgoing calls? No? Look, I get it – the front office team has a gazillion reasons why you shouldn’t be recording calls.
“Why, do you think we don’t know how to answer the phone?”
“That is such an invasion – I just won’t answer the phone”
“Our doctor would never – it is like spying on us when we are on the phone”
I have heard all of these and countless other reasons why you should NOT be recording your calls – so let’s talk about why you SHOULD be recording.
- To let your patients know that you care about the conversations that are taking place
When you record your calls, a ‘whisper’ at the beginning lets the caller know that the call is being recorded for training purposes. To some patients, this is a sign that you care about Customer Service and you train your team – Way to go! To other patients, it lets them know that if they decide to be rude, it is going to be captured and not just be a he said / she said scenario. Keeps them acting like decent human beings.
- To let your team know that you care about the conversations that are taking place
When a team knows the recording is happening, it shows them that Customer Service is important and should not be taken lightly. That you – the leader – DO care about patients getting the best service around.
- To help your team with Customer Service training
What gets measured gets improved. How can you teach and work on Customer Service without tracking the success of the training? We all know that the first phone call is the only first impression your office has and if you are consistently training with the team on Phone Skills and Customer Service and NOT recording, you are missing out on one of the most important tools you can give your team.
There are many companies that offer this service – and please remember, this is not so you can point out what someone did ‘wrong’, but rather use recording as a tool to improve and grow!
If your office needs help with Call Scoring and / or Phone Skills and Customer Service training, Dental Concierge Coach can help. Contact us for more information on coaching and innovative team training.