Page 135 - Receptionist

19080 – Phone Handling and Taking Messages

Results Statement: To properly answer, manage, and route all incoming client phone calls.
Assures all who call are completely satisfied and handling their reason
for calling, even when taking messages.

Answering the phone:

 Say four things: “Good morning, afternoon, or evening. Thank you for
calling Legacy Veterinary Hospital, this is (your name). How may I help
you?”
 All calls must be answered within 3 rings
 If the phones start ringing while you are assisting a client in the lobby,
ask the client in the lobby to hold on for just a moment so that you may
answer the phone.
 Immediately respond with GENIUNE CONCERN. This could include
simply repeating it back to them to be sure you heard and understand.

Don’t Know the Answer?

1. In most cases the best answer is, “That is a tough question. I would
recommend you see one of our vets for that. I can get you in……….”
2. Otherwise TAKE A MESSAGE ON THE MESSAGE FORM!! Even if YOU
will be answering the question. This will save YOU about 5 minutes.
3. It will take too long to put them on hold. You will have find the person
who has the answer, make sure they are available, repeat the question,
understand the answer, then get back to the phone to answer it. This
will take more than 1 minute. We don’t leave anyone on hold over a
minute.
4. It is totally okay to say “I don’t know” as long as you follow up with “I
will find out for you”. Doctors do this all the time, even with serious pet
problems.
5. CRITICAL POINT: If this is new client or marketing reach:
a. Tell the client you will get the answer and WE will call them
back within 10 minutes.
b. Take a message or route the call to our director of public
contact.
c. Pretend they are on hold and get the answer or find the person
that can answer it NOW!
d. Someone must call them back within 5 minutes, even if it’s just
to tell them it will take longer to get the answer (under-
promise, over-deliver). If we wait more than 10 minutes they
WILL call another vet!

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