MASTERCLASS  

The Art of Soft Skills:  
Phones #2  | Foundation Skills

Foundation skills everyone should know and use to delight callers.
   45 minutes
   Skill essentials
   For anyone who interacts with patients over the phone
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This is  for :

  Anyone who answers the phone or interacts with patients on the phone

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This will  help :you

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Set the tone: control the energy of every phone call
Avoid caller frustration before it can start
Make even basic interactions positive on purpose
Set each other up for success
My new phone rep has blossomed through these phone training sessions! Her passion, confidence, and drive have dramatically increased. This training was so easy to implement (nearly hands-off for me!) and I love seeing her comfortable in her skillset and knowledge."
Amy R., Patient Care Specialist Team Lead
 Custom upSKILLery LMS Team Membership

Perspectives and  skills  inside

Learn, upSKILL, be inspired

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  • Create the perfect greeting (win your caller over immediately) 
  • Turn caller frustration into appreciation (positive holds)
  • The right way to transfer callers (and set everyone up for success!)
  • Phone parroting: the power (and safety) in repeating back
  • How to go the extra mile: inspire delight vs dismay
  • Name calling: why it's important (every caller needs this)
did you know?
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Consumer studies show us that:

40%

A single poor phone experience drives away 40% of people(1).

66%

66% will switch providers after bad customer service on the phone(1).

86%

86% of people say empathy & human connection are more important than speed in delivering excellent service(1).

10-15x

Phone calls convert to revenue 10-15x more than web leads(2).

 Topic  Soft Skills on The Phone 

We tend to think of our jobs as our 'doing' (the hard skills), but in reality, what sets us apart is in our 'being' (the soft skills).

Connecting on the phone is no easy job, yet it is absolutely one of the most important roles in practice. 

On every phone call, you are representing the entire team, the entire practice. Even if your interaction is small and you're just answering and transferring, it's a first impression, it sets the tone... it is either positive or negative, make or break.
 
These sessions are all about how we can 'be' who callers, patients or potential patients, need us to 'be' for them on the phone and confidently represent our practice no matter what we are presented with on the other end of the phone.
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We'll follow a natural progression of "I believe... therefore I do... so they (patients) feel..." that enables us to connect and convert in a pure and genuine way.

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The Perfect Greeting
"TONE alone will instantly be positive or negative; it's up to us. Remember our TONE is 86% of how our caller feels about our interaction, our words have only a 14% impact."
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The Happy Hold
"We start by telling them 'why', so they feel this is worth the wait. Why this hold will help resolve their need or get them to the right person. We are setting expectations and building value."
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Transferring Callers The Right Way
"We set them both up for success: our teammate knows what the call is about, and the caller doesn't have to repeat themselves."
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Going The Extra Mile
"We think like this:
  • 'What would make it easier for the caller?'
  • 'What would I like if I were the caller?'
  • 'What is the BEST way to handle this?'"

 Session 
What happens

When?

One Quick 45-Min Session

[More phone sessions in this series coming soon!] Everyone is busy in practice. This masterclass is on-demand to fit your schedule. Each session hits hard and is completely relevant to empowering your daily interactions. 
WHAT?

Watch & Engage With Interactive Exercises

Through an interactive virtual session we'll cover foundation skills that are essential to create consistent patient experiences that delight callers every time.
WHO?

Everyone Interacts On The Phone

Soft skills are people skills, life skills. They make our lives easier. Anyone who interacts with others on the phone will benefit from and appreciate these sessions: Call center, front desk, patient care counselors, schedulers, billing support, etc.

 What  is inside?

Take your career and
expertise to a new level!

Virtual Training Session

Short, on-demand videos guide you every step of the way.

Real Scenarios

See the skills in action & connect the dots through real patient examples.

Cheat Sheets

Four sheets to build habits & create consistency

Handout Worksheet

Print, make notes, follow along & reference back to - it is all yours!

Easy Navigation

Find what you need when you need it
After these training sessions, I feel so much more confident and comfortable with interacting with patients not only on the phone but in person as well! The step-by-step 'anatomy' of a phone call and the Habit Builder have helped me a lot! They've allowed me to celebrate what I do well and focus on what I can improve. This has built my confidence!"
Jackie O., Patient Care Coordinator
 Custom upSKILLery LMS Team Membership

This upSKILL

What's inside? Take a look around!

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 soft skills program 

This is part of the Soft Skills Team Experience

A training vault valued at over 40K. On demand. New drops. Members-only access.

 what's next 

Curious? If you have questions, we've got you.

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1. Five9 2025 Customer Experience Report; 2. BIA/Kelsey