Have you ever called to make an appointment, leading you to feel more confused, less informed, feeling no sense of trust and finishing the call with no appointment made?
You are not alone. We have all been there.
We know that practices are spending big money on marketing, and if the marketing is successful, then their next biggest concern has got to be: are we converting those calls into appointments?
Best Practice Phone skills is a self-paced course that will help your Front Office Coordinator (or any other team member who answers the phone) to be better equipped to:
- Increase the conversion of calls into appointments.
- Create a better first experience between the new patient and the practice.
- Create confidence in the team, which will create confidence in the patient
- Decrease cancellations and FTAs.
- Increase referrals (because we know new patients are the best referrers).
In this 2-part course you will learn skills and tools from Prime Practice in a workshop specially designed for the dental front office coordinator.
The course is designed with content built from years (25 years +) of experience, working with dental practices teams from all over the world, facing the same challenges of converting calls into appointments with patients becoming loyal to the practice. Patients for life.
What will be covered
- Create a consistent patient experience with clear protocols to support the new patient call.
- Decrease the number of unanswered calls.
- Know the 3 keys to building trust over the phone.
- Gather the right information .
- Manage the expectations of patients.
- Handle difficult questions.
- Influence patients without them feeling pressured.
- Have you ever called to make an appointment which actually leads you to feel more confused, less informed, feeling no sense of trust and finishing the call with no appointment made?
You’re not alone. We have all been there. We know that practices are spending big money on marketing. If that marketing is successful and creates phone calls, then their next biggest concern has got to be whether or not those calls are converting into appointments. Best Practice Phone skills will help your Front Office Coordinator (or any other team member who answers the phone) to be better equipped to:
- Increase the conversion of calls into appointments.
- Create a better first experience between the new patient and the practice.
- Create confidence in the team, which will create confidence in the patient
- Increase referrals (because we know new patients are the best referrers).
In this 2 hour course, you will learn skills and tools from Prime Practice in a workshop specially designed for the dental front office coordinator.
The course is designed with content built from over 30 years of experience working with dental practice teams from all over the world, facing the same challenges of converting calls into long term, loyal patients. Patients for life.
What will be covered:
- Create a consistent patient experience with clear protocols to support the new patient call.
- Know the keys to building trust over the phone.
- Gather and give the right information.
- Manage the expectations of patients.
- Handle difficult questions.
- Influence patients without them feeling pressured.
- Transform telephone shoppers into new patients.
Protocols that support the New Patient Call
- Understanding the value of a New Patient Call to your practice.
- Ensuring each new patient feels like they are in “good hands” with a kind, engaged, and consistent response over the phone.
- Treating all patients and their health as a priority.
- Ensuring the team supports one another at the Front Desk when responding to a New Patient Call.
- When and how to use “On Hold” and “Voicemail” to support the Front Desk.
Handling the New Patient Call.
- Using empathy to align with the patient, particularly in respect to feelings of apprehension and fear.
- Connecting with the patient fast over the phone.
- Build credibility and trust by asking the right questions and providing the right responses.
- Driving the conversation and handling questions.
- Guiding the patient to an appointment.
The Telephone Shopper
- Learning how to handle those callers who are “just asking” for information and prices.
- Effective communication tools that will help convert shoppers into making an appointment.
Ask yourself whether you would be satisfied with the treatment you received from your first point of contact with your own practice? Is it as good and as consistent as it could be? You only get one chance at making a great first impression with a new patient, and it begins with their first phone call to your practice. Best Practice Phone skills training will support your team to optimise this all-important first point of contact.