Making the appointment.

Some simple tips collected from successful practices.
CHECKLIST   TIPS
Checklist itemAnswer the phone promptly   Tip itemWhy not set a target response time for answering the phone?
Checklist itemUse a polite and professional tone   Tip item Smile! (Did you know a smile can be detected over the phone?) If it is a difficult call, stand up (this feels more positive and helps your breathing so you will sound calmer)
Checklist item If busy, have a "call on hold" message
(See 'Useful Resources' at the bottom of this page for possible script)
  • Good morning/afternoon
  • Give the practice name
  • Say your name
  • How may I help?
  Tip item Make your greeting individual/specific to that person.
If it is a new patient, ask them how and where they heard about you (this is a good way to measure success of any promotional campaign).
Checklist itemIdentify specific purpose of call   Tip itemUse open questions
Checklist itemBe ready with pencil/diary/notepad handy   Tip itemBe prepared, and make sure phone is positioned next to computer.
Checklist itemListen carefully to what customer is saying   Tip itemMake listening noises
Checklist itemMake Notes  
Checklist itemOffer two appointment times - keep a third option just in case   Tip item Avoid saying, "squeeze you in/fit you in". Allow extra time to book in new patients
Ask which would best suit customer. Offering your patient alternatives keeps an efficient book.
Have you considered book management, i.e. limited nos. of children's appts. Per day?
Checklist itemLet the customer know the likely length of the appointment.   Tip itemBuild in time for choosing spectacles and for discussions about contact lenses (before and after the examination)..
Checklist item Re-state the information back to the customer to ensure you have understood what the customer has said.
Ensure you factor in timings for separate/dual appointments
If it is a new customer, request this basic information from them:
  • Date of birth
  • have they worn contact lenses before
  • when was their last sight test
  Tip itemSee 'Useful Resources' at the end of this page for a complete telephone checklist. Your CIBA VISION Business Development Manager can help you customise it for your needs.
Checklist itemConfirm the date and time of the appointment. Ask if customer would like to be reminded of the appointment the day before   Tip item Reminders by phone should ideally be the day before the appointment.
Checklist itemConfirm preferred method of communication for the reminder.   Tip item Put the reminder in the diary to ensure that the call is made.
Checklist itemOffer directions and parking specifics.   Tip itemWhy not offer discount parking or give them the right change when they leave?
Checklist itemRemind the customer what to do and what to bring to the appointment.
Send the customer a leaflet letting them know what to expect from their visit. Remind them to bring the leaflet with them if the leaflet contains a lifestyle questionnaire.		   Tip itemSee 'Useful Resources' at the bottom of this page for the leaflet 'Getting the most from your visit.'

MAGIC TRAGIC
"I was given parking options for visiting the Practice-as well as directions" "I was given a booklet explaining some of the things that an eye test involved which made me feel at ease" "Whilst I was making my appointment, the Assistant was carrying on a conversation with her colleague. Then she started detailing cost of lenses etc.-all I wanted to do was make an appointment!"

Questionnaire Section
1-1 Was the telephone answered promptly (within 5 rings) and professionally?  M Y
1-2 Did they ask if you were a new or existing customer?   L Y
1-3 Did they clarify the purpose of the call?  L Y
1-3a If Yes, did they ask if it was for a sight test / spectacles?  L  Y
1-3b Did they ask if it was for a contact lens examination?  M Y
1-3c Both?  H Y
1-3d Other?  N Please comment Y
1-4 Did they ask when would be convenient for you?  M Y
1-5 Did they give you a few options to choose from?  M Y
1-6 Was it easy to get an appointment (hassle-free, pleasurable)?  Please proceed with the appointment irrespective of how far in advance you make it.  
  - available at the time/day requested  M Y
  - not when requested but within a month  M Y
  - it was difficult to make an appointment   L N
  - failed to make an appointment.  Please comment   N N
  - but they took your number incase of cancellation  L N
1-7 Did they ask if you would like a reminder and your preferred method of reminder?  M Y
1-8 Did they offer you directions and parking information?  M Y
1-9 Did they remind you what to bring to the appointment (e.g. glasses, contact lenses, sunglasses, old prescription)?  M Y
1-10 Did you receive a reminder to confirm your appointment?   
  - phone call    M Y
  -  text message   M Y
  - mail   M Y
    N

Useful Resources

On-hold script
Here is an example of a script you could use for a recorded message, played if you ever have to ask a customer to 'hold' on the 'phone.

Touchpoint 2 Training PresentationTouchpoint 2 training presentation

Slides and practical exercises - everything needed to train practice staff. Your CIBA VISION Business Development Manager is trained to deliver this material effectively

Touchpoint 2 training notes
These notes accompany the presentation and can be used to train any staff in practice involved in this stage of The Customer Journey.