And that's not a bad thing, because we're all human. That's the first important point that you always have to keep in mind. You are talking to people. It doesn't matter whether someone has a title, drives a big car or is the CEO of a company. At the end of the day, it's just people talking to one another.
Cool, the first phone call is on!
08 January 2024 — by Katrin Rahn
Are you about to make your first phone call to reception or the back office? You haven't slept well and somehow your stomach feels queasy? That's normal, we've all been there.
If you have questions that you are unsure about, say so, ask for a moment's patience and ask your colleagues. Because you are not alone and you have your team to back you up. Nobody knows and can do everything. So, take a deep breath and off you go. And who knows, maybe telephone service is exactly your thing and you don't want to do anything else.
"Don't panic!" a checklist for telephone heros and heroines in the veterinary practice
- Take a deep breath: Take a deep breath in and out before picking up the phone. This gives you a brief moment of calm and concentration.
- Smile: When you smile on the phone, not only are you in a better mood, it also changes your voice and your smile can be heard on the other end of the line
- A positive mindset: Remind yourself that you are well-trained and have the necessary tools and skills to handle any situation.
- Active listening: Give the caller your full attention. Often people just want to be heard.
- Humor: A little joke at the right time can help to lighten the mood and lighten the conversation a little.
- Show empathy: Put yourself in the caller's shoes. A pet is often like a family member. Show understanding and compassion.
- Communicate briefly and clearly: Give clear information and keep communication as simple as possible to avoid misunderstandings.
- Ask questions: To make sure you have understood everything correctly. If you have made an appointment, repeat it again at the end of the call. "So, I'll see you on February 4th at 1:00 pm!"
- Get support: If you are unsure or can't answer a question, ask your colleagues.
- Take notes: Write down important information. This not only helps your memory, but also gives you confidence during the conversation.
- Allow yourself a break: Pause briefly between calls, take a deep breath or drink a sip of water. Even short breaks can work wonders.
- Show gratitude: A small "thank you for your understanding" at the end of the call can go a long way.
- Change of perspective: If you have had a difficult call, try to see the situation from the other person's perspective.
