Monitor your answering service to ensure quality customer service

Keep in mind that patients perceive your answering service as an extension of your staff. Stay personally aware of your service's reliability and courtesy by regularly telephoning it yourself. Portray various situations, ranging from emergency to casual inquiry. Consider these points:

• Was your call answered promptly or on the tenth ring?
• Was it handled with proper manners and respect?
• Was the important information relayed to you properly?

Tell your answering service that you will make such test calls. Additionally, notify the service's owner or manager of the specifics of any shortcomings. Make the complaint in writing as well as by phone so it drives home both your concern and your surveillance. And, just like your own staff, if you discover a particular operator who provides excellent service every time, compliment him or her to the service supervisor.