Ystem 165
Chapter 8 Telephone Techniques
Discus
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3. Denise has been the receptionist for a moderately large clinic for the past 3 months. She replaced Doro-
thy, who retired. Denise has been overwhelmed with the calls to the clinic, and the office manager has
spoken to her twice about missing calls. Denise insists that she is constantly on the phone answering
and transferring calls. She is beginning to lose faith in herself, but as she considers why she is failing at
her job, she realizes that two new physicians have joined the practice since Dorothy left, and numerous
calls come to the clinic for those two providers. Denise wants to suggest to the office manager that per-
haps the time has come for a second receptionist, but she is unsure how to broach the subject. How can
Denise begin her conversation with the office manager? What should she not do or say?
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