Jensen M E
J Contemp Dent Pract. 1999 Nov 15;1(1):36-41.
Answering the telephone is an important first contact with the dental office. The voice tone, inflection and other non-verbal aspects of the person answering all have a profound impact on how the caller perceives the dental office. Suggestions are presented which are designed to avoid communication problems and to project a positive professional image to a caller. Audio clips are included to demonstrate variations in telephone technique to assist the reader in the development of a telephone answering protocol that reflects a desirable image for the office staff and for the dental practice.
接听电话是与牙科诊所的重要首次接触。接听者的语调、抑扬顿挫及其他非语言方面，都会对来电者如何看待牙科诊所产生深远影响。文中提出了一些建议，旨在避免沟通问题，并向来电者展现积极的专业形象。还包含音频片段，以展示电话技巧的差异，帮助读者制定一种电话接听规范，该规范能为诊所工作人员及牙科业务塑造理想形象。
