I am often asked, how do you give excellent customer service on the phone?

The answer is, very easily.

The best customer service you can give on a phone call, is by scheduling and confirming an appointment for the caller.

You just need to have the right type of attitude and communication skills on each and every phone call.

One of the biggest fall downs on phone calls is the attitude of the person receiving the calls. By attitude I mean a bad attitude.

A person calling a business is never going to be attracted to your business if you have a person answering calls who does not care!

Very often team members with bad attitudes on phone calls are not even aware they have one or they are doing anything wrong.

I get that Dental Teams gets caught up the daily grind of the practice and can easily focus on the negative aspects of their job and some of the more difficult calls they have during the day. This can have an effect on how they respond to people on the phone and face to face at the practice.

This alone is very dangerous to your business.

Remember the purpose of each call coming into your dental office is to make an appointment.

Every person who calls your dental office deserves the very best of you.

I know you are all asking right now, “how do you change the attitude of a team member who has a bad attitude when they speak to patients?”

One of the best ways for team members to be aware of what they are saying to patients and how they are saying it, is to ensure all calls coming into your practice are recorded and your team are given an opportunity to listen to some of their calls both good and bad.

I have found once teams start doing this they have what I call a “ah ha moment” and want to make improvements in how they speak to patients both on and off the phones.

There will be team members that alas will object to making changes and improvements and just can’t see where they are getting it wrong. These team members often need a bit more time or there comes the time when they are just not a good fit in your practice and decisions need to be made.


LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2022 and Beyond”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Thursday April 28, 2022 in Brisbane QLD

Click here for more details.


Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

Pin It on Pinterest

Share This