Customer Service In DentistryCustomer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the patient’s requirements are met.

We’ve put together some of the characteristics of good customer service we call the 9 P’s:

  1. Patience: Not only is patience important to patients, who often reach out to your team when they are confused or frustrated, but it is important to the business at large. Great service beats fast service every time.
  2. Promptness: Promises for delivery of services must be on time. Making a patient wait for extended periods of time should be avoided.
  3. Politeness: Politeness is almost a lost art. Saying ‘hello,’ ‘good afternoon,’ ‘sir,’ and ‘thank you very much’ are a part of good customer service. For any business, using good manners is appropriate whether the patient makes a purchase or not.
  4. Professionalism: All patients should be treated professionally. Professionalism shows the patient they’re cared for.
  5. Personalization: Using the patient’s name is very effective in producing loyalty. Patients like the idea that their dentist and staff knows them on a personal level.
  6. Pay Attention: The ability to really listen to patients is crucial for providing great service. It is also important to pay attention to what patients are saying with the language/terms and body language they use during interactions.
  7. Product Knowledge: Your team should be well versed in the products and services you provide. For example, when the patient asks about teeth whitening, every staff member should know what kind you provide and how it works.
  8. Positive Language: Minor changes in the conversation patterns of your employees can make a huge difference in your patient’s perception of your practice.
  9. Pretending: Sometimes you will come across patients who you will never be able to make happy. Every staff member will need the basic acting skills necessary to stay cheery despite having to deal with people who are just plain grumpy.

There are many other factors involved in providing great customer service that we don’t have the space to provide here. All of these points and more will get covered in depth at our upcoming event in Las Vegas: “Customer Service Excellence In Dentistry”.


To see a full description of what we will cover in this course or to register visit:

For Groups of more than 3 please call to register 403 984 0114 – ask for Kodie.

We are limiting the number of seats in this course to 50 to allow us to give all participants the opportunity to interact with our facilitators so space is limited.

All for now,



Dr Dave