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This Month's CE Credit Webinar: Oct. 18
Callers Hate to Hold: Solutions to Manage Hold Time

You're alone at the front desk. Terror strikes when all three phone lines ring. Take a deep breath and smile. You got this!

Answer the first call: "Welcome to <Your Veterinary Hospital>. This is < your name>. Is your pet having a medical emergency, or are you able to hold while I place another caller on hold? I will help you next."

Answer the second call:  "Welcome to <Your Veterinary Hospital>. This is <your name>. I am finishing helping another caller and will be with you next. Is your pet having a medical emergency, or are you able to hold?"
 
Answer the third call: "Welcome to <Your Veterinary Hospital>. This is <your name>. I have two callers ahead of you. Is your pet having a medical emergency, or are you able to hold? I will be with you quickly."
 
Congrats! You were friendly to all three callers and set expectations for hold time.   Join me  Thursday, Oct. 18 at 12 to 1 and 3 to 4 p.m.   ET   for two live webinars on " Callers Hate to Hold: Solutions to Manage Hold Time."  What you'll learn:
  • Rules for when and how to place callers on hold
  • What to say when you must initially place a caller on hold
  • Techniques to juggle multiple incoming calls
  • Give callers an option to hold or receive a call back
  • How to get backup support when you get a tsunami of calls
  • How to properly connect calls
  • Use texting services and direct-dial lines to lessen front-desk call volume
  • Relocate your phone receptionist
  • Schedule callback times for the medical team
  • What callers should hear while holding
This CE course for your entire team includes:
  • Live and recorded webinars
  • Handout
  • Online test
  • 1 hour of CE credit
  • CE certificate
  • Unlimited playback of recorded webinar
Can attend on Oct. 18? Your enrollment includes unlimited playback of the recorded webinar, so your team may learn at its convenience.  Questions? Call 720-344-2347 or email info@csvets.com.

Video Tip of the Month
5 Rules to Place Callers on Hold
Now available on-demand
Get Clients to Accept Diagnostic Tests
Lab services could comprise 20% to 25% of your income. Your team needs to have confident conversations about preventive screening, sick-patient workups and preanesthetic testing.

This one-hour course is for all employees and is now available on-demand. BONUS: Includes a facilitator's guide to help your team set goals from the training.

Telephone Tip of the Month
How to greet callers who have been holding
When picking up a holding call, introduce yourself again. Don't tell the caller "Thank you for holding" because the word "holding" reinforces that the caller has been waiting. 

Greet the caller with, "Thank you for your  patience. This is <your name>. How may I help your pet today?"

Get more training in my 1-hour CE course, 10 Phone Skills Every Receptionist Should Know.

Upcoming Seminars & Webinars
Wendy's latest article: 4 Ways to Use Forward Booking
Is your team struggling with forward booking? Besides providing timely patient care, forward booking can dramatically improve your bottom line. Here's how to use forward booking for four appointment types.

Empower your client care team
Wishing you great client experiences,


Wendy S. Myers, CVJ
Communication Solutions for Veterinarians Inc.

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Communication Solutions for Veterinarians
(720) 344-2347