This is just a snippet of Lesson 8 from Elevate Your Front Office, a 12-week course to increase your collections, confidence and clarity in the Front Office. My online coaching call includes 12 weekly video lessons, live group coaching calls, and printable resources and scripts to keep for a lifetime. Limited pricing through April 1st. Visit: www.bonddentalconsulting.com/elevate-front-office to learn more.
You are first impression for the dental office and first impressions stick with a patient. Prioritize your phone calls! Don’t rush through them, even when you have a million things on your plate. Patients can FEEL how you FEEL on the phone.
Returns messages by 9am from overnight and ASAP as they come in throughout the day.
Answer by the third ring and say the same thing each time without rushing. Example: “Thank you for calling Dr. _____ office. My name is _______, how can I help you today?” “How can I make you smile today?” Be creative and have fun!
Our main goal to to keep our patients satisfied. In today’s world they can go to any dentist on the block, stand out from the crowd with your phone skills. Customer service is #1.
Avoid words such as no, we can’t do that, no problem… what CAN you do for them? Turn an otherwise negative into a positive. EXAMPLE:
“I’m sorry, we don’t work Fridays.”
Instead: “While we don’t work Fridays, I do have availability into the evening on Tuesdays or early morning on Wednesdays. What works best for you?”
Be honest and sincere. If you don’t know the answer to something, it is okay to say you don’t know but will find out the answer and call them back. Authenticity goes a long way with trust.
SMILE… you wouldn't believe that this is the honest to goodness BEST TIP I can give on phone skills. When you smile, your voice fluctuates, you sound and feel better, and customer service skills skyrocket. Try the mirror method.
Talk slow and clearly. You are in no rush. Phone skills are a crucial piece in trust that leads to patients keeping their appointments, scheduling their treatment and paying their balances.
This is just a snippet of Lesson 8 from Elevate Your Front Office, a 12-week course to increase your collections, confidence and clarity in the Front Office. Limited pricing through April 1st. Visit: www.bonddentalconsulting.com/elevate-front-office to learn more.
