Most calls we receive in a Dental Practice are fairly straight forward.

We make a connection with the caller, ask questions to find out more and the schedule and confirm an appointment to get everything started.

But occasionally there are those calls that are quite intricate, highly emotional and complicated.

Always keep this in mind, when answering calls in a dental practice, the caller is not ringing you to order a pizza, or to make an appointment to have their hair or nails done or even to have a nice relaxing massage. They are calling because they have a dental problem or concern that that needs fixing!

This in itself is concerning for many callers and can have a big affect on what they say and how they feel on the call.

When you receive calls, you have to understand that the caller can be highly emotional, upset and anxious.

One of the best ways to break the ice on a call where the caller is upset and emotional is to first ask for the caller’s name. When you know the caller’s name start to use it in the conversation. The call is a conversation between two people so start using the caller’s name. It immediately helps you connect and gets the attention of the caller.

The next step in helping a caller who is upset and concerned, is to start asking questions to find out more. When you start asking questions you give the caller the opportunity to tell the story, give you the details of what is happening and often how it is making them feel.

At this point, you listen and don’t interrupt unless you feel another question will help the conversation and show you are listening. During the call you can also respond briefly so the caller knows you are still there listening and you care.

Listening and asking questions is caring.

Avoid entering a transactional call with a person who is highly emotional. Now is the time to show empathy and understanding of the caller’s situation and make the caller feel normal and ok.

This is the duty of care you have with every person that calls your dental practice.

Reassure all callers that there is a solution ready for them.

Yes, it is a big responsibility on these very first phone calls and these are the calls that your patients will remember you for.

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 my 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!



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