Multimedia Feature

Say it Aloud....
Use the telephone answering exercises below to practice conveying different "messages" to a colleague in the dental office using the same script.  Try using different variations in your speaking pattern, changes in voice volume, pitch and speaking rate.  Find the style that best fits the practice image that needs to be conveyed to callers.  This is a more effective training exercise if an actual telephone is used.  Business phone systems with two lines into the office are ideally suited for practicing telephone skills.

For readers whose computer has a sound card and speakers as well as a multimedia player plug-in for their browser, these exercises are presented in audio format aid in illustrating the importance of the fundamental elements of telephone answering techniques in the dental office.  Click on the exercise of your choice to hear the audio.

Phone Greeting:
"Thank you for calling Pine Knoll Periodontics.  This is Ann, how can I help you?"

Greeting read too fast, and insincerely.  Now read it with warmth and sincerity as you think it should be conveyed to a patient.
Greeting read with an awkward rhythm.  Now read it with warmth and sincerity and the rhythm you feel appropriate.
Greeting read with timidity and with very low vocal volume.  Now read it with proper confidence and vocal volume you feel appropriate. 
Greeting read with a monotone and without enthusiasm.  Now read it with a friendly lilt in your voice with enthusiasm you feel appropriate.
Read the greeting as you feel it should be read, but this time use hand gestures, smile while you speak and see if these help improve your message to the caller.
Read, "Pine Knoll Periodontics please hold."  Then try this approach.  "Thank you for calling Pine Knoll Periodontics.  This is Ann, how can I help you?" pause for the person to respond, then explain briefly that you are just finishing with another party and ask the patient to hold for a moment and you will be right back with them.
 
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