One never gets a second chance to make a first impression. Thus, the first contact your practice makes with any individual needs to be a positive one. In the world of dentistry, that initial contact most often occurs over the phone. This is why we think it’s imperative that your dental receptionist have training on how to answer the phone and call patients.
The importance of phone training
When a potential customer is on the line, it’s imperative that the front office team of your business have a clear and concise customer service protocol over the telephone. A poor interaction over the phone often can lead that patient–be they new or returning–to take their business elsewhere.
Your receptionist serves a key role in the process of accepting new patients, and patient referrals leading to appointments on the books. Ideally, a dental receptionist should schedule at least 60% of new patient calls they receive. Unfortunately, receptionists that are inexperienced or untrained may have a scheduling ratio much lower. This underscores the importance of proper phone training for each member of your front-office team.
Some tips to improve your practice’s customer service on the phone
Be attentive: Active listening demonstrates that you have the customer’s undivided attention and that you have genuine interest in what they are saying. Your receptionist needs to be trained to completely concentrate on what the caller has to say and re-confirm whatever message the caller is trying to relay.
Tone and inflection: A caller can sense your attitude or mood through the phone. A friendly manner re-assures a caller and encourages them to continue communication whereas a short or abrupt response will be off-putting. Speak with energy and enthusiasm. Be sure to always maintain a professional and courteous tone, even if the person on the other end of the line becomes impolite.
Words matter: Even though callers may speak casually with you, you must remember that you are conducting business and choose your words carefully with mind of staying professional at all times. Try to avoid “umms” or “uhhs” that can indicate uncertainty and may not inspire trust in customer-to-business conversations. Make a habit of using phrases such as “you’re welcome” or “my pleasure.”
Put the caller first: We understand it can get hectic in a dental office, but promptly answering calls is a must. As a good rule of thumb, try to answer the phone within the first three rings. If a caller needs to make or change an appointment, always try to offer two options, recognizing the patient may have a flexible schedule. Never transfer a patient’s call without letting them know ahead of time.
Phone skills training for dental practices
Bryant Consultants offers phone skills training for dental practices just like yours to maximize business benefits while building a positive relationship through the very first phone call with customers. The training will help enhance established practices phone customer service and consequently, their customer satisfaction levels. Our phone call training will equip you and your employees with the skills and techniques necessary to answering calls professionally and confidently.
To find out more information about our services, give Bryant Consultants a call at (877) 768-4799, or email us at info@bryantconsultants.com.
