CHECKLIST		TIPS
Answer the phone promptly		Why not set a target response time for answering the phone?
Use a polite and professional tone		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)
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?		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).
Identify specific purpose of call		Use open questions
Be ready with pencil/diary/notepad handy		Be prepared, and make sure phone is positioned next to computer.
Listen carefully to what customer is saying		Make listening noises
Make Notes
Offer two appointment times - keep a third option just in case		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?
Let the customer know the likely length of the appointment.		Build in time for choosing spectacles and for discussions about contact lenses (before and after the examination)..
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		See '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.
Confirm the date and time of the appointment. Ask if customer would like to be reminded of the appointment the day before		Reminders by phone should ideally be the day before the appointment.
Confirm preferred method of communication for the reminder.		Put the reminder in the diary to ensure that the call is made.
Offer directions and parking specifics.		Why not offer discount parking or give them the right change when they leave?
Remind 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.		See '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 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    

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