Shortening scheduling calls

Q. Our client service representative (CSR) has lengthy scheduling calls. How can I coach an employee to have shorter conversations?

A. Aim for a call time of 3 to 5 minutes to schedule an appointment for an existing client. To achieve shorter call times, your CSR must lead conversations.

Meet with the employee to share feedback on call performance and expectations. If your phone service provider offers call statistics, review average call duration. Some providers offer artificial intelligence–powered insights of categorizing calls by purpose such as scheduling or new clients, and client sentiment analysis such as neutral, happy, or unhappy based on tone and language. Share the CSR’s current performance and set expectations for improvement.

To engage callers and have efficient call times, I teach CSRs to follow these 4 steps.

1. Determine the reason for the visit.

After getting caller and pet names, access the electronic medical record to see which services and products are due. Ask the caller, “To schedule the appropriate amount of time, what will we be seeing [pet name] for?”

Explaining why you need the reason for the visit encourages the caller to share a brief description. This lets CSRs determine urgency and choose the right appointment type, length, and provider. A patient with symptoms of vomiting and diarrhea will need a same-day urgent care appointment. A progress exam for an ear infection should be scheduled with the same veterinarian who diagnosed and treated the patient. A wellness appointment could be scheduled days or weeks out based on the patient’s due date.

2. Ask about veterinarian preference.

Progress exams should be scheduled with the same veterinarian whenever possible to have efficient exam time and continuity of care. Say, “I see that Dr [Name] diagnosed and treated [pet name] for [health condition]. He/she will want to know how [pet name] is feeling. Dr [Name]’s next available appointments are [date, time 1] or [date, time 2]. Which do you prefer?”

For all other appointment types, say, “Do you prefer a specific doctor or want the first available appointment?” Many clients will pick the next available slot and be grateful for your suggestion.

If the client requests a specific provider, share the veterinarian’s next 2 available appointments. If the preferred doctor has limited availability, say, “Dr [Name]’s next available appointment is [time, date 1]. We can see [pet name] sooner for an appointment with Dr [Name 2] on [time, date 2]. Which do you prefer?”

3. Use the yes-or-yes technique.

Avoid the time trap of multiple questions, such as “What day of the week do you want?” and “What time of day do you prefer?” Offer the next 2 available appointments that work well for your schedule’s flow. For example, sandwich a sick patient exam between 2 wellness appointments because checkups are more predictable and likely to stay on time. Putting 3 sick pet appointments in a row will risk delays. When clients dictate appointment times and dates, you’ll also get a chaotic, mismanaged schedule.

Say, “Our next available appointments are [date, time 1] or [date, time 2]. Which do you prefer?”

4. Summarize details when closing the call.

State the appointment time and date, provider, and when to expect the next communication. Immediately send text and email confirmations so clients can add appointments to their calendars. Increase adherence for submitting online forms when you set expectations and explain the why behind preappointment instructions.

Say, “Dr [Name] will see [pet name] for [appointment type] at [time, date]. You will get text and email confirmations shortly so that you may add the appointment to your calendar. As the date nears, you’ll get an online health form to complete and submit before the appointment to help our medical team prepare for the visit. If you have questions before the appointment, please contact us. We look forward to seeing you and [pet name].”

Use client and pet names at least 3 times during conversations to engage callers. When CSRs lead conversations, you will reduce call times while providing exceptional experiences. Build confidence every call with my free course on “5 Phone Skills for Confident Conversations” (https://csvets.info/freecourse). Get 5 short videos on greetings, engaging callers, triage, scheduling, and new client calls, along with a handout, quiz, and certificate of completion. Share this free training resource with your entire team.

See these steps in action: wellness appointment scheduling call

Shorten scheduling calls to 3 to 5 minutes when you use the 4 steps of determining the reason for visit, asking doctor preference, using the yes-or-yes technique, and summarizing appointment details.

This sample conversation also has a game-changing question to ensure you choose the right appointment type. Some clients may blindside doctors at the end of wellness appointments with, “Could you also check…?” To avoid sick patients getting booked in wellness slots, ask, “Does your pet have any health or behavior concerns that you want to discuss with the doctor?” If the client shares that her dog has been scratching his ears, schedule a sick pet appointment to address the chief complaint.

Need a script for a client conversation? Submit your scenario to info@csvets.com for consideration in future columns.