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The Healthcare Professional’s

Guide to Essential Phone Skills

Guide to Essential Phone Skills

Each pack includes 10 booklets and one leader’s guide. $54.95

Table of Contents

Booklet Sample

Leader’s Guide Sample

General Edition


Members of your care team are working with patients on the phone every day. But do they know how to communicate in a way that inspires confidence in patients, doctors, and others? Or to build a positive image for your organization? Or to establish rapport and solve problems for patients who might be anxious, ill, in pain, or worried about their medical bills?

Communicating effectively in a healthcare setting requires special techniques. And you’ll find them in The Healthcare Professional’s Guide to Essential Phone Skills.

In its pages your clinical and office staff will find information on the importance of voice quality and how it can be improved through correct diction, pacing, tone, breathing, and more.

They’ll discover the important voice-body connection and learn how smiling, good posture, and even gesturing can enhance voice quality.

And they’ll learn how to make a positive impression through their greeting, use of the caller’s name, active listening, a professional closing, and more.

They’ll also learn to avoid the common mistakes made when answering the phone, putting a caller on hold, transferring, and leaving voicemail messages.

This booklet is packed with these and other essential phone skills, which will help everyone present a more professional image.

To learn more about The Healthcare Professional’s Guide to Essential Phone Skills, you may read a sample section, Say it with body language. You’ll see just how much useful, skill-building information is packed into this practical guide.

Guide to Essential Phone Skills is provided in packages of 10. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff. You’ll also receive your manager’s copy of the Leader’s Guide.

Leader’s Guide

Your Leader’s Guide will show you how to conduct training sessions on the material in the booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Table of Contents

  1. Voice quality matters
    • Articulation and diction
    • Pacing
    • Tone
    • Projection
    • Accents
    • Breathing
  2. Say it with body language
    • Smile
    • Practice good posture
    • Vocalize visual cues
    • Gesture
  3. Choose the right words
  4. Make a positive impression every time
    • Answering the phone
    • Open with a positive greeting
    • Use the caller’s name
    • Ask questions
    • Listen actively
    • Wrap up with a good closing
    • Develop a script
  5. How to deal with callers who are difficult to understand
  6. Avoiding the common pitfalls of poor phone service
    • Using hold
    • Transfer
    • Incoming voicemail
    • Outgoing voicemail

Your Guarantee of Satisfaction

Guide to Essential Phone Skills - Healthcare is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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