Enhancing your phone skills will lead to elevated levels of customer service, leading to the development of trust, patient loyalty, and practice growth. For your dental teams to be equipped to deliver excellent phone skills, they need the tools, techniques, and verbal skills to confidently give a patient-centered experience that sets your practice apart from others.
In this series, we will focus on the importance of building rapport and effective communication strategies for the most common interactions that occur in the dental practice.
What You'll Learn:
You will learn comprehensive strategies and skills designed to optimize your dental practice's telephone interactions with patients. These skills are not just add-ons but essentials, given the competitive nature of dental practices and the role of exceptional customer service in patient retention and acquisition. Here's what we will cover:
First Impressions: They will understand the criticality of the initial contact with patients, learning to project warmth, professionalism, and a welcoming demeanor from the first "hello." The nuances of tone and delivery can significantly influence patient perception.
Building Rapport: Training will involve active listening skills, empathy, and support strategies. Attendees will learn to identify and address patient needs and concerns effectively.
Creating Confidence: The webinar will instruct on communicating the practice's strengths, sharing success stories, and highlighting unique qualifications that help build the patient's confidence in the services provided.
Communication Techniques: They will refine clear and concise communication strategies, including mirroring the patient's style and maintaining a positive tone to convey a patient-first attitude.
Asking the Right Questions: This skill is focused on developing open-ended questions that draw out the patient's chief concerns and verify understanding, ensuring a patient-centered approach to problem-solving.
Patient Data Management: Essential for maintaining efficiency and compliance, the webinar will cover quick and accurate data management, emphasizing adherence to HIPAA regulations.
Follow Through: Attendees will learn the importance of follow-through, ensuring promises made are promises kept, and the value of transparent communication when unsure about information.
Commitment and Confirmation: The webinar will provide tactics for efficient schedule management and guidance on securing appointments that minimize cancellations.
Handling Difficult Calls: Techniques to manage calls with angry patients will be discussed, emphasizing staying calm, listening actively, and de-escalating situations as needed.
Navigating Cancellation Calls: Attendees will gain insights into controlling the narrative during cancellation calls, encouraging appointment retention, and understanding when to apply cancellation fees.
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