Wednesday, July 9, 2014
Every since I began doing triage, I have heard, "Smile while you are talking. Your callers will know you are". When I first heard that, I thought it sounded silly, but have since come to realize it is true. If you are smiling, people know it. According to an article on Discovery, human beings can differentiate vocal intonation not only between a smile and a non-smile but among different types of smile. “Smiling affects how we speak, to the point that listeners can actually identify the type of smile based on sound alone…”
Our callers need to know that they are being heard, appreciated, and supported. I cannot think of a better way than adding smiling to our phone etiquette. If the caller feels that they had a good interaction with you, then they are more likely to listen to your advice and follow it. In return, they will give positive feedback to their physician's office and everyone benefits.
So, the next time you pick up that phone, ask yourself, "Are you smiling?"