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What we hope every patient experiences...

We are so fortunate to have a fantastic team at Foot & Ankle Center of Iowa that is truly focused on providing the best patient experience possible every time.  Their passion for patients in something that can be difficult to find this day and age. Taylor shares insight into what our team truly believes and they work to remind each other of daily...
 
Smile Through the Phone
 
By: Taylor Snow
 
Yours is the first voice a person hears when they call into your facility. In that first second, with that first Hello, they can tell in your voice if you are bored, uninterested, or just going through the motions. They can tell if they are just another person to you; just another thing to mark off as done on your checklist. Your first Hello is what sets the tone for the rest of that conversation. That first Hello over the phone is just as/if not more important than if you are greeting them in person. This is why it is so important to smile through the phone.
 
“You never get a second chance to make a first impression,” Will Rogers.
 
This quote is so accurate; according to a study, you only have 27 seconds to make a good first impression. Another way to keep the conversation more personable is to use the person’s name from time to time throughout the call. This shows that you care and that you are listening to what they are saying.
 
“It is so important to extend grace to others whenever you can. You never know what someone is going through. Kindness and manners never go out of style,” Aaron Boatin. It can be hard to be empathetic when someone is screaming in your ear, but as this quote mentions, you never know what that person is dealing with. We have all had those moments where we unintentionally take out our frustrations on the person on the other end of the phone even if the issue is not their fault. It is important to remain empathetic throughout the call. If needed, take a few seconds to collect your thoughts and to process what they are saying. It also gives them the time to process what you are saying. Doing this is better than ruining the call by saying something you might regret.
 
Ending the call is just as important.
 
Just as it is important to make a good impression when you first greet someone, it is equally important to end the call on a good note. Make sure that the issue was taken care of and that you end it with a smile.
Author
Taylor Snow, Front Office Specialist

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