Your Dental Office Career Starts With Good Telephone Skills

Your Dental Office Career Starts With Good Telephone Skills

Your Dental Office Career Starts with Good Telephone Skills

Source: Allied's Dental Office Assistant Program.

According to recent research by dental marketing experts, a whopping 7 out of 10 people will, or will not, schedule an appointment with your office based on how they were treated on the phone. Furthermore, in today's global world, the telephone is still considered to be a key communication device and is deemed to be the most important advertising tool in any practice.

The reality is that the majority of people will make a subconscious decision about your dental practice based on almost everything but the dentistry! While it's a given that the dentistry in your office must be top notch, patients may actually evaluate your practice by their own interactions rather than the quality of care. In fact, a survey conducted by the American Dental Association shows that the number one reason a patient gives for leaving a dental practice is "unfriendly staff."

In light of these findings, coupled with the fact that one's first impression is made via the phone, it only makes sense that there needs to be an emphasis on training and skill development in this vital area. In offices that have reportedly demonstrated a lack of grace and courtesy in their communication, one has to wonder: What kind of training has been provided? And what kind of a role model is the doctor if people are answering the phone with less than a delightful manner?

To evaluate the quality of your office's phone communication, consider the following:

- How is your phone being answered? With a cheerful attitude and in a clear voice that can be easily understood?

- Does the person answering the call give the page_seo_title of the practice as well as his or her page_seo_title so that the patient (or potential patient) knows who they are speaking with?

- Does the person answering know how to invite a "shopper" to come to your office? Do they have the ability to answer questions regarding financing or insurance so that these matters are turned into positive conversations that encourage them to make an appointment?

- Does this person consistently try to convince callers of the benefits of coming to an appointment rather than canceling? Or to re-schedule at that time rather than calling back? (When a patient says "I'll call you," there's always a chance that may not happen.

Always be gracious to anyone who calls your dental office... whether he or she is an established patient, potential patient, or one of your network resource people. By treating each and every person who interacts with your practice with courtesy and respect, you will find that you can essentially recession-proof your office!