I’m sure you already know how important it is to all businesses to deliver consistent GREAT CUSTOMER SERVICE.

But what if, the Great Customer Service you are delivering is not so great in the eyes of your customers?

Are you getting your customer service wrong?

You might be trying to be everything to everyone, only to be diluting the impact of your customer service delivery.

So, how do you know if you are hitting the mark with your customers, when it comes to the delivery of customer service?

Do you sit there hoping you don’t get bad reviews and phone call complaints, or do you make sure you are on top of it and consistently ask your customers for feedback to guide you?

I’m the sort of person that gives both positive and negative feedback when I personally receive good and bad customer service.

I usually do what most people do when they receive bad customer service. Yes, I have a rant about how disappointed I am and tell a few people before I speak to the people who have delivered the bad customer service.

This is the dangerous time for businesses. The time between when the customer is either extremely or moderately disappointment and angry and finally contact you.

After all there is an exchange for the services you provide, and people can feel ripped off if they have not been happy with your customer service.

One of the biggest issues people have when they received bad customer service is being ignored or made to feel unimportant.

A Story From My Friend:

A person I know very well, finally received an email from a company that had failed to reply in an acceptable time frame. The email was quite generic and impersonal and started by letting her know they prided themselves on delivering great customer service to their valued clients. My friend was not receiving great customer service and was not feeling like a valued client. Why would you tell your customer you delivered great customer service when you did not.

The best and only way to ever give great customer service is to consistently show it in your actions. Anyone can tell you how great they are.

You need to SHOW IT!

Ok, let’s go back to consistently asking customers for their feedback.

Now when you ask your customers for feedback, you will get good feedback but you do open yourself up to receive bad feedback if your customer service has been bad.

So be prepared.

I always see negative customer service feedback as a GIFT.

Your customer has given you the gift of awareness and the gift of opportunity to make positive changes.

You benefit and the customer benefits after you make the changes needed to improve your customer service.

There is nothing worse than not knowing your customer service is BAD!

Eventually someone comes forward to tell you about your bad customer service but it’s often too late for all the customers you have lost because you had no idea your customer service was awful.

If you are concerned that you are not delivering customer service to your patients the way you should be, then start by asking your customers for their feedback and remember feedback is only as good as what you do with it. Again, you may not like what you hear but take the feedback seriously and make changes.

Your customer service may be failing on the very first phone call, you may not be making your patients feel loved when they arrive at your front door, you might not be listening to your patients and matching what they want as well as what they need.

One of the worst stories I heard was a Dental Practice who thought they were doing everything right until they discovered they had lost patients because of how a team member was speaking to them on the phone.

Make sure this is NEVER YOU!

Dental Phone Excellence reserves all rights.© Dental Phone Excellence


T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !


I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience


There are a total of 42 Learning Videos and over 60 Worksheets, Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!


I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com/


If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or jayne@thedpe.com.



Pin It on Pinterest

Share This