Magical Phrases to Make the Customers Happy
Working in the healthcare business is difficult. You are not only supposed to maintain the quality standards every single time but also deliver compliance-friendly services with no room for error. Amongst all this, you are also required to keep your customers happy when they call you!
Poor customer service the quickest way to lose the patronage of even your most loyal client. To avoid this, nearly all medical practices take help from third party answering services who are trained and skilled are providing each caller with a friendly service.
You need to realize that the best way to recover the medical answering services cost is increasing business as well as profits. That can only be possible if your customers are happy and satisfied with your service.
Therefore, before you sign the dotted line on the contract papers and bring them onboard as the extension of your business, you need to ensure that their SOPs are aligned with your practice and they are using the right phrases to entertain your callers to make them feel valued, respected, and satisfied.
That being said, here are the magical phrases every call centre agent should use in order to ensure that your customers hang up satisfied and happy.
How can I help you?
This simple phrase when extended with a smile can do wonders in easing the tension and helping your callers calming down. It is very helpful to hear a human voice after navigating the labyrinthine world of IVRs and to hear a friendly voice on the other end of the line will demonstrate interest of the agent in helping the caller with their concern.
I am sorry to hear that
Empathy is the key in delivering high quality services in healthcare business. It can be unnerving to see a family member in pain. Speaking to a human voice who is willing to help you can really make your customers forget their tension and pour their concerns out knowing that they are in safe hands. When your agents empathise with their situation, it instantly works as an ice breaker, showing that you are willing to listen and work with them to fix the issues.
We appreciate you reaching out to us about the issue
It is important that your call centre agent makes every caller feel appreciated and valued. They must be trained to not take the negative feedback personally and continue to provide quality service even if the customer is irate. After all, this criticism will help you become aware of the issues that you may have overlooked so far. Take their feedback into account and continue to provide high quality service.
I understand your frustration
When we are in the middle of the crisis, we all want to be heard by someone who understands and is willing to provide a solution. Sometimes, your callers may be upset or somewhat cold to your warm responses. Not understanding their concerns at this time will prevent them from seeking your counsel in the future. This loss of business is something you can neither allow, nor afford. However, if you let the callers know that you understand their frustration, you are establishing the first line of trust that is required to have a loyal relationship with your patrons.
Let me check and get back to within “x” minutes
When a customer calls with a complex issue and you don't have the answer for that immediately, make sure your agent seeks clarification before providing false information. You can politely request the caller to hold the line while you check and get back to them within the stipulated timeframe. If it is taking longer to find the answers, then make sure you arrange for a call back or ask them to wait longer. But never leave them hanging on the other end of the line in anticipation. As a healthcare business, you must understand that providing wrong answers could be the difference between life and death.
I will keep you updated
Sometimes, it may not be possible to return the customer call within the same day. However, you can assure them that you will get back with an answer as soon as possible. There are certain issues where you will be required to go back to on-call staff for more clarification. You must always follow the standard operating procedure to ensure that the information is as timely as it is accurate.
When a customer hears these phrases, they automatically feel relieved that the agents know the concern and are willing to solve the problem for them. These phrases are specifically designed to calm your customers down and assure them that you are there to help them through their tricky situation.
