Dental telephone training is vital for the front line staff of any dental office since it is probably one of the more important positions in any medical organization. The main job of your dental front line staff is to design, develop, implement, and keep ongoing quality control of the first interactions that your patients, clients, and customers have with your clinic. As the dental professional who "puts a smile on everyone's face," your patients need to feel comfortable and confident in order to respect their time and be productive.
How you greet each caller and address him or her depends greatly on your skills. How you communicate with them also matters. How well you are able to recognize the caller's basic needs and concerns will have a significant impact on how he or she is treated. First impressions are everything. A rude, unprofessional receptionist will not only irritate a caller but will also most likely make the caller feel less inclined to come back. You will be much more successful if you are friendly and approachable.
It is a common misconception that dental telephone training only involves teaching callers how to talk to the receptionist. This is far from the truth. You should also know how to answer the phone and relate to callers. If a caller has a question, you must know how to give him or her the right information. Your attitude and your demeanor as well as your communication skills must be professional and pleasant.
Another area of importance involves voice mail. Many people simply answer the phone and leave a message, never bothering to read it or even listening to it. The practice of reading dental voice mail properly will go a long way towards making you more desirable to future clients. This is not an area to cut corners. Your voice mail message must be professional and highly informative. Your voice mail message will not only express your company's professionalism but also provide the customer with useful information.
The number one way in which customers interact with a dental office is through the telephone. This is why it is important to have a high level of telephone skills. You must know how to deal with callers in an effective manner, both verbally and non- verbally. It is important to maintain an upbeat and professional demeanor no matter what the nature of the calls are.
A major part of any dental office's reputation is its relationship with the clients. You can take great strides toward building that reputation by taking part in a good quality telephone training course. Your success will depend greatly on how well you learn to communicate with each caller. You must first develop a strong sense of respect for each caller before you attempt to communicate with him or her. Your ability to relate to people will help you build a positive relationship with each caller.
It is important to remember that listening to the customer and understanding his needs are two different things. You must learn how to listen carefully when each caller speaks. A good telephone training program teaches you how to listen effectively so that you can more efficiently deal with calls. Good customer service starts with you taking a few extra seconds to properly listen to the caller. You do not want to jump to the wrong conclusion when a caller becomes rude or expresses frustration because you did not hear what he said.
A good quality telephone training course teaches you how to use the appropriate voice inflection when you are speaking to each caller. You need to know how to speak professionally so that you will sound trustworthy and confident. You should also understand how to use appropriate body language when you are speaking to patients. Building professional relationships is a key component of success for any dental office or medical office. When patients trust their doctor or dentist, they are much more likely to go back for regular appointments and to tell friends and family about their experience with the practice.