Which of the following is NOT something that will help a receptionist make a good first impression

Many of us have to deal with angry or unhappy clients as part of our roles, and it's never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.

Índice

• Step One: Adjust Your Mindset
• Step Two: Listen Actively
• Step Three: Repeat Their Concerns
• Step Four: Be Empathic and Apologize
• Step Five: Present a Solution
• Step Six: Take Action and Follow Up
• Step Seven: Use the Feedback
• Further Tips
• Daily Responsibilities Of A Medical Receptionist 
• Characteristics Of A Medical Receptionist

In this article, we'll explore how to deal with angry or difficult customers. We'll highlight specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.

Click here to view a transcript of this video.

Step One: Adjust Your Mindset

Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.

This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that they are giving you unfair criticism.

All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving 100 percent of your focus to your client, and to the current situation.

Step Two: Listen Actively

The most important step in the whole of this process is listening actively to what your client or customer is saying – they want to be heard, and to air their grievances.

Start the dialogue with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset." This subtly creates a partnership between you and your client, and lets them know that you're ready to listen.

Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you their story. As they're talking, don't plan out what you're going to say when they're done – this isn't active listening!

Also, don't allow anything to interrupt this conversation. Give your client all of your attention.

Step Three: Repeat Their Concerns

Once they've had time to explain why they're upset, repeat their concerns so you're sure that you're addressing the right issue. If you need to, ask questions to make sure that you've identified the problem correctly.

Use calm, objective wording. For example, "As I understand it, you are, quite rightly, upset because we didn't deliver the samples that we promised you last week."

Repeating the problem shows the customer you were listening, which can help lower anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.

Step Four: Be Empathic and Apologize

Once you're sure that you understand your client's concerns, be empathic. Show that you understand why they're upset.

And, make sure that your body language also communicates this understanding and empathy.

For example, you could say, "I understand why you're upset. I would be too. I'm very sorry that we didn't get the samples to you on time, especially since it's caused these problems."

Step Five: Present a Solution

Now you need to present a solution. There are two ways to do this.

If you feel that you know what will make your client happy, tell them how you'd like to correct the situation.

You could say, "I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I'll drop them off at your offices no later than 5 p.m. this evening."

If you're not sure you know what your client wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask them to identify what will make them happy.

For instance, you could say, "If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together."

Step Six: Take Action and Follow Up

Once you've both agreed on a solution, you need to take action immediately. Explain every step that you're going to take to fix the problem to your client

If they contacted you by phone, make sure that they have your name and contact details. This gives them a feeling of control because they can get hold of you again if they need to.

Once the situation has been resolved, follow up with your client over the next few days to make sure that they're happy with the resolution. Whenever you can, go above and beyond their expectations. For instance, you could send a gift certificate, give them a great discount on their next purchase, or send a hand-written apology.

Step Seven: Use the Feedback

Your last step is to reduce the risk of the situation happening again.

If you haven't already done so, identify how the problem started in the first place. Was there a bottleneck that slowed shipment? Did a sales rep forget to confirm an order?

Find the root of the problem and make sure it's fixed immediately, then consider using Kaizen to continue improving your work practices. Also, ensure that you're managing complaints and feedback effectively, so that you can improve that way that you do things.

Further Tips

• It's important to handle difficult customers professionally. Learning how to stay calm and how to stay cool under pressure can help you get through challenging situations with grace and professionalism.
• If your client is especially angry, then talk slowly and calmly, and use a low tone of voice. This will subtly help lower the tension, and ensure that you don't escalate the situation by visibly getting stressed or upset yourself.
• If your client has sent you a difficult email or they're angry with you over the phone, then offer to meet with them in person if you can to address the problem. This will not only diffuse anger (since it's harder for most people to get truly angry face-to-face) but it also shows that you genuinely want to address and fix the situation.
• If you feel that your client is being unreasonable, you might start to get upset, especially if they're criticizing you, or your organization, unfairly. So learn anger management skills so that you can stay calm in these situations.
• Occasionally a client or customer may become verbally abusive towards you or your team. Know in advance what you'll tolerate, and what you won't. If things escalate, you may need to be assertive and stand up for yourself, or even walk away from the situation to give the client time to cool down.
• People in your team might be the ones on the "front line" when it comes to dealing with difficult customers. Make sure that they know how to engage correctly in emotional labor. (This means that they should know how to manage their own emotions when dealing with difficult people.)
• Work on improving your conflict resolution skills. These skills can help you if you need to negotiate with your clients.

Dealing with difficult customers can be challenging. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities.

Make sure that you listen actively to their problems or complaints, and resist the urge to interrupt or solve the problem right away. Be empathic and understanding, and make sure that your body language communicates this.

If you're not sure how to fix the situation, then ask your client what will make them happy. If it's in your power, then get it done as soon as possible. Follow up with your customer to make sure they were happy with how the situation was resolved.

A good receptionist is key in any organisation and this is certainly true for a medical receptionist. Landing a job as a medical receptionist is a great way of getting into the health sector where you can climb the ladder to more senior positions. Continue reading to learn more about the daily responsibilities of a medical receptionist and whether it might be a career choice for you.

Daily Responsibilities Of A Medical Receptionist 

The day to day of a medical receptionist is busy. Between scheduling new appointments, greeting patients and filling out patient forms, taking and delivering messages, they have to fit in ordering medical equipment, daily contact with nurse and doctors, the list goes on. Essentially, the receptionist is responsible for the smooth running of the entire clinic, practice or hospital. They are the touchstone between doctors, nurses, staff, and patients. Below is a list of just some of the day-to-day tasks of a medical receptionist.

• Welcoming patients and visitors, answering the telephone and answering any inquiries.
• Scheduling appointments and keep those appointments on time.
• Assisting patients with completing necessary forms and documentation.
• Keeping a clean and calm reception area.
• Processing billing and payments, using medical software
• Liaising with Medicare and private health funds
• Faxing, scanning, filing, and mailing documentation.
• Comforting distressed patients – this may range from simply fixing any appointment issues that may arise, through to being the voice of comfort during times of extreme stress and emergency.
• Equipment sterilisation and cleaning.
• Monitoring and ordering stationery and clinical supplies.
• Booking and organising staff and doctor meetings.
• Maintaining information confidentiality at all times.
• Liaising with other medical departments such as radiologists, medical specialists or psychologists with professionalism and discretion.

Importance of a medical receptionist

The receptionist is the first impression the patients have with a clinic. No matter if it is through a phone call or face to face, the receptionist will be the face and voice of the practice. This means the receptionist will help in forming the view the clients get of the practice but also the view of other medical departments, subcontractors and professions.

A good receptionist brings tremendous value to any type of organisation and a medical receptionist allows doctors and nurses to concentrate on what they do best, treating people. Needless to say, the importance of a medical receptionist cannot be underestimated.

A medical receptionist always seem to have the solutions to problems that pop up at the most inconvenient of times.  From handling tricky phone calls, transacting medical accounts,  calming down distressed patients to fixing the copy machine, a great receptionist is able to think fast, solve complications, and make clients feel that they’re in good hands.

You can rely on a receptionist for their flexibility and the ability to adapt to new situations. Whereas most employees in the office will focus on their own duties and do not necessarily get involved in other areas of the company, the receptionist interacts with people throughout the whole organisation and will get involved in all departments.

Characteristics Of A Medical Receptionist

A good communicator:

To be a good medical receptionist you need to be able to convey your messages clearly. However, sometimes this is not all about what you say, but how you listen. This is true for a good medical receptionist. Listening to the patients and make them feel like you understand their problems, is of the hallmarks of a good medical receptionist.

Organised:
Nothing beats a receptionist that knows where important documents are stored or where the phone number to the specialist doctor is. An organised receptionist means an organised practice.

Multitasking and ability to work in stressful situations:
People are waiting in line, patients need help filling out forms and the phone is going off for the fifth time. Keeping cool during stressful days and being able to juggle between tasks is essential for an amazing receptionist.

Professionalism:
As stated before, the receptionist is the face and voice of the business. Therefore, a professional appearance and attitude is a must if you are considering a career within medical administration. Understanding and abiding by confidentiality regulations, ensures trust is established across the clinic.

Future career opportunities
Being a medical receptionist opens up many options for you in the health care sector. Becoming an office manager, personal assistant, medical practice manager,  or medical secretary are the typical next steps for a receptionist.

Qualification however, is the first step. Wesley Training’s 4-week Medical Reception short course is the perfect way to pick up the skills required to become a great medical receptionist, or students can consider the full Qualification. Find out more information about our medical reception courses here, or call us today: 1800 001 256.

What is a no go patient?

Who is responsible for greeting the patient in the reception room and escorting them to the treatment area?

Which of the following should be removed from the reception area as quickly as possible?

Which of the following is not an advantage of computerized appointment system?