Telephone Etiquette Guidelines

10 tips of telephone etiquette for Children.

A specialised hospital employees.

Together improving our patient experience, one interaction at the time

on this presentation, you will learn how to answer a

call, how to ask for more information or verify your

understanding of the question or concern how to say.

I don't know how to transfer, how to put on

hold, how to say no.

How do I meet fault?

How to handle complaints and frustrated colors, How to use

the translation services and how to report the coal one.

How to answer a call.

It might sounds very basic but not everyone does it

right greeting is important as it says the tone for

the whole conversation Answering the phone properly requires a positive

and cheerful disposition.

Allow the positivity to resonating your voice or result.

Station 10.

The customer for calling, introduce yourself in the hospital by

name and then extend your help.

For example.

Thank you for calling Children specialized hospital.

My name is Clara.

How may help you?

This gives the family a sense that you're warm alert

and pleased to help them with the increase to how

to ask for more information or verify your understanding of

the question or concern.

But first safety always used to patient identifiers before you

continue. Once you have the name, make sure that you

spell it correctly.

Use your read and rip it back tools for number

and letter clarifications to avoid confusion and a long conversation.

Make sure you understand the patients this issue before you're

giving your instruction or offering any solutions.

Once you confirm that you have the correct information, you

can ask for more details to clarify your understanding.

There are many ways you can ask for clarification polite.

Here are some examples.

Tell me more about it.

Let me see if I have this correct you want

me to if I understand you correctly.

This is what I understand you're telling me.

Tree how to say.

I don't know if you don't know the answer about

the patients is in creed.

Be frank about it.

However, using this straightforward term, I don't know.

This is how you can play it out nicely.

That is a good question.

Let me find out for you.

I'm sorry I don't have the information on that.

I will find this out with the department and get

back to you shortly.

I'm sorry.

This question is out of my expertise.

But Clara from the nursing department will be able to

help you.

Would you like me to connect you with the department

forward how to transferred?

It is no secret that no one enjoys being transferred

before you transfer the coal in for the family what

their coal is being transferred john I'm going to connect

you to the building department.

It will be able to resolve the issue with your

insurance, Repeating the purpose of the coal can be frustrating

for the families and will set a negative tone for

the next person taking the coal.

That is why so vital to ensure you were transferred

here are the basic steps one identify yourself in the

department to provide your situation.

Trade, share your background information and then transferred the patient

five How to put on hold.

If you need to investigate more about the case, it

is important to ask permission to put the patient on

whole. Never put someone on hold without announcing that you

will be doing so as a family if you might

put them on whole rather than just telling them, may

I put you on hold for a moment?

I will need to put you on hold while I

check the schedule.

Will that be okay or will you prefer a call

back with the information?

It is always better to call back than to keep

the color and hold for too long.

Always has the best time to for a return call

and remember don't leave the patient at home until the

call is no longer for important to ask if the

family is enquiring about long wait, times, always apologize.

You can say I'm sorry to keep you waiting.

I have managed to identify the person who can help

you when you're back to the coal.

Always thank the family and continue.

For example, thank you for holding and have the details

of your busy.

I will explain the process six, How to Say no

saying a friend no to patient might be appear quiet.

Route. The best approach is to use the sandwich technique.

This tactic is basically about adding to positive statements in

between of the negative.

For example, if the patient is asking to speak with

the provider, you can say, I'm sorry the provider is

not available to speak with you right now.

I can triage your coal and send it to the

provider first express your empathy that the patience is desired

cannot be fulfilled at the moment.

I'm sorry.

Then you make negative statement.

A provider is not available to speak with you right

now. After that you completely response with something positive and

offer your help.

I can triage your call and send it to the

provider seven.

How do I need fault?

Be direct and clear about the fact you have made

a mistake.

If it is your personal mistake, you can say mr

Robbins, I'm sorry I made a mistake and give you

the wrong day for your appointment.

The correct date is if it is someone else mistake,

you can say it was our mistake attributed in the

ever to the hospital rather than a person who is

not present in the conversation with you.

For example, Mr Robbins.

I'm sorry we made a mistake and send your prescription

to the wrong pharmacy.

That is why you didn't receive it.

We are re sending the prescription and sending a message

to the provider for their immediate attention.

eight, How to handle complaints and frustrated colours.

Use your ear statements.

A near statement shows your empathy, attention and respect.

This is especially helpful when you're dealing with someone who

is really upset.

It might be their dear frustrating with you or someone

else or they're sad feeling helpless or anxious empathy statements

for customer service.

Show your ability to walk a mile in someone else's

shoes with high conflict people you need to go be

young, reflected, listen And give them something of yourself, such

as your interest in helping them showing your compassion will

be your number 1-2.

The escalator, frustrated patient, you can say, I can see

how frustrated you are by this situation and I want

to help.

I'm sorry you have had to deal with this.

Oh, that sounds really challenging.

I can understand how that will be difficult attention by

indicating that you're willing to pay attention to the family

and their concern.

Most will immediately deescalate because you're actively listening.

You can say let's talk about it, so I can

really understand what's happening.

Thank you for bringing this to our attention, respect.

Whether you are a customer service representative, a friend or

stranger in a challenging situation with a frustrated family, communicating

with respect is something the key to moving forward to

resolve the problem.

You can say I have a lot of respect for

your efforts you have made to deal with the circumstance.

I respect your point of view in this situation, here

are some more tips of what do and not to

do with illustrated colors.

Have a mindset adjustment.

Don't take any of their comments personal and draw yourself

out of the situation.

Practice your active listening, let them speak when it comes

to complaints.

The customer might have tons of complaints they wish to

file instead of stopping them to listen to your explanations.

Let them talk as much as they wish never engage

in an argument with a color.

Do not interrupt the person while you're talking and never

hang up on a family.

Remember It is more about the patient that is about

you. These recommendations don't mean that you have to be

a dorma to a root patient, but if the family

member crosses the line, for example by swearing at you,

the customer service representative can politely and firmly say sir

that language is not acceptable.

And if you continue to use that type of language,

I will not be able to help you.

If the full language continues, the patient should be transferred

to a supervisor courteously and professionally.

Here are some more examples of what you can say

in this situation.

I truly understand your concern but unfortunately we cannot tolerate

the kind of language you're using right now.

I'm going to do my very best to help you.

Mrs Brown.

After you finish this type of coals always escalate your

concerns to using art as a question.

Make a request boys.

Our concern and escalate to your chain of command.

When you escalate your concerns, supervisors can identify trends, improvise

solutions after the stressful interaction.

Please stop, take a minute and just breathe one minute

of deep breathing exercise will allow you to remove the

stress of the coal, lower your blood pressure and recover

your positive energy to take the next call.

Mhm nine calls with translators.

The use of translation services by your hospital employees is

mandatory when language assistance is needed.

For years of reference destructions are often attached to the

phone and your I.

D. Badge.

The following are a few tips to make a successful

interaction. Using the translation services.

One begin the conversation by yellowing interpret to introduce themselves

and provide their interpret identification number to ensure safety tree

briefly explain the purpose of the coal.

This will ensure that the interpreter will be able to

provide appropriate tone for the situation for communication.

Is it clear Pause after one or 2 sentence to

a while for interpretation, Always the specter of patient directly

as if the interpret was not present.

Speaking directly to the patient will ensure accuracy on your

side and help the patients feel more comfortable and natural

in the setting.

Five ensure clarity once the meeting is over as everyone

if everything was clear to them.

So if there is anything left unclear, you can clarify

in the place in the presence of the interpreter 10,

How to Report to Coal.

1st summarize a phone call to discuss next steps after

the call.

three as if there are any other inquiries to discuss

and four use a coach's closest statement to end a

coal for example, thanks for calling.

And if you have any additional questions us please call

us. Thank you for calling Children specialized hospital have a

good date.

Three apologies once again for any inconvenience cost.

Thank you for your call.

Say goodbye, but always let the color hang up first.

Here we go.

We hope you find these recommendations helpful to apply in

your daily interactions.

Our patients and families will appreciate that.

Thank you.

Telephone Etiquette Guidelines

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