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.
Thursday, Oct. 18 at 12 to 1 and 3 to 4 p.m.
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
- 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 email@example.com.