Transcription of DISTANCE LEARNING COURSE - BSM CPSS
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DISTANCE LEARNING COURSE - BSM CPSS
DISTANCE LEARNING COURSE Telephone Skills Training 2006 2012, BSM Consulting All rights reserved. 2006 2012, BSM Consulting Telephone Skills Training OVERVIEW .. 1 FIRST IMPRESSIONS .. 1 TELEPHONE COMMUNICATION TECHNIQUES .. 1 VOICE MAIL MESSAGES .. 2 IMPORTANCE OF A POSITIVE IMAGE .. 3 VOICE CHARACTERISTICS .. 4 TELEPHONE ETIQUETTE .. 4 SELF-ASSESSMENT .. 5 CONCLUSION .. 5 COURSE EXAMINATION .. 6 Table of Contents 2006 2012, BSM Consulting 1 Telephone Skills Training OVERVIEW The patient encounter in an ophthalmology practice most often begins with a telephone call to the practice. Approximately 80 percent of the patient s first contact is by telephone. In this initial contact the patient will form either a positive or negative opinion of the practice. This module provides essential information to help you understand the importance of telephone skills in delivering the highest level of customer service to patients.
DISTANCE LEARNING COURSE Telephone Skills Training © 2006–2012, BSM Consulting All rights reserved.
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