Does Your Dental Receptionist Have The Training She Really Needs?
Over the last few months we've introduced dental receptionist training to our portfolio. We usually put call recording on the practice phone for a few weeks prior to this and see what is being said, in every case we have discovered that they needed extra training.
Most dental receptionists are very nice people, are sociable and pleasant, however it is also a sad truth that barely any of them have had any training whatsoever, other than from another member of staff.
This means that if a patient has specific objections that need handling, they often give the wrong information out, in one instance we heard a receptionist recommend that the patient should visit another dental practice!
It's not that your receptionist is deliberately trying to sabotage your practice, quite the opposite, but it's equally true that because they have had no dental receptionist training, at times they are left floundering.
For instance, if you are a private practice and someone calls asking for an NHS appointment. We have heard time and again the receptionist saying sorry we are a private patient and don't take NHS patients. This is catastrophic and is easily remedied with some good training.
In sales we call this overcoming objections and your receptionist could easily turn what appeared to be a negative call from a prospective patient into a new long term patient simply by giving her some dental receptionist training.
You know that to do your job properly you have to be continually trained and the same applies to most of us, so why not your dental receptionist?
You may think that the roll she performs is a simple one, but just go and sit on reception for a couple of hours and you'll see that the job is very stressful. As well as having to deal with potentially difficult patients face to face, they also need to be able to deal with sales people calling, as well as existing and new patients, all wanting her attention.
A recent study showed that patients are much more likely to refer you to one of their friends or family if they had a good experience at reception, even more so than their experience with you the dentist, which I found quite extraordinary.
We offer two training courses, both of which are delivered on-site at a time to suit you. The first is:
Level 1 Fundamental Dental Communication skills / “A dental Receptionists’ tool kit part 1″
this covers the following:
How to answer the telephone / welcome the patients into the practice
New Patient Enquiries
What to say and What not to say
How to ask for money
What will you learn?
At the end of the session you will be confident in:
- answering calls politely, warmly and professionally
- recognising the importance of creating an excellent first impression
- making patients feel welcome and at ease
- building a rapport with new and regular patients
- how to deal with taking telephone calls and dealing with patients at the desk at the same time
- answering questions with the relevant answers
- asking for money
- making appropriate appointments
The second is:
Level 2 Advanced Dental Communication skills / “A dental Receptionists’ tool kit part 2″
Patient Acceptance Policies
Body language / Non verbal Communication
Win Win Situations
Handling awkward questions
Explanation of treatment plans
What will you learn?
At the end of this session you will be confident in:
- understanding how a practice acceptance policy works
- understanding body language
- knowing what a WIN/WIN situation is and how to try and get more of them!
- handling awkward questions and deflecting hostility
- the FTA process
- Giving excellent customer service
- the recall process
- handling accounts
- Upselling: both treatments and OHP’s
- explaining and giving advice on treatment plans
- understanding the need for role play, team management, stress management and diary management
- your targets
Both these courses are incredibly good value for money, the first is just £350 + VAT, the second £450 + VAT.
If you would like more information about these training courses that will pay for themselves with just one new patient, visit the website at http://www.dentalmarketingexpert.co.uk/dental-training-services/ or call me on 01767 626 398