Customer Service Training For Your Dental Office
Customer Service Excellence in Dentistry: How to have your entire office deliver an exceptional patient experience.
What is good customer service in the dental office? If you have good customer service now, how can you get it to great? What are some of the problems you will encounter trying to deliver great customer service? What can you do to handle difficult patients? Is an employee’s attitude an important factor? You and your staff will find answers to all these questions and much more in this in depth training.
This customer service in the dental office course will:
- Highlight the importance of having customer service standards and their impact on your patient’s experience.
- Help your team to think in a patient centered way.
- Explain service language and its importance in communicating with patients.
- Prepare your team to handle demanding patients and difficult situations.
- Lay the groundwork to align behaviors to your organization’s expectations of its customer service staff.
- Give you ways to measure service levels.
At this course’s conclusion, participants should be able to:
- Describe what exceptional customer service is in detail.
- Identify the ways great customer service can benefit a dental office.
- Recognize things that can prevent the delivery of outstanding customer service.
- Adapt to different patient behavior styles on the fly.
- Demonstrate how to measure patient-satisfaction levels and take corrective action if needed.
- Use techniques for dealing with angry or upset patients.
- Develop a personal action plan to improve their own customer-service skills.
The following outline highlights some of the course’s key learning points.
Getting Ready to Serve: Where Excellence Starts
Knowledge goes a long way toward the delivery of exceptional customer service in the dental office. The first part of the course looks at the factors that make service outstanding and those that send patients to your competitors.
It’s Not What You Say: Using Better Language for Better Relationships
The old saying “it’s not what you say but how you say it” is one that is especially true in customer service. In this component, participants will learn how to best use language during patient interactions. Special emphasis is placed on learning to say “no” in ways that reduce conflict and eliminating phrases such as “that’s not my job” and “I don’t know.”
The Good, the Bad, and the Ugly: Dealing with Difficult Patients
Not all patients are easy to deal with. Using real-world case studies, attendees will learn in this discussion how to interact effectively with angry patients, complaining patients, patients who try to take advantage of your practice, and other troublesome people.
Using Voicemail, Email, Memos, and More to Communicate Effectively
When used poorly, certain office communication tools designed to improve communication and customer service do the exact opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From writing style and grammar to telephone etiquette, this component reviews customer-service communication tools and how to use them for maximum effectiveness.
Where Are We Now & What We Can Do Better
This action-oriented section looks at your office’s current customer-service practices and asks team members to list the things that they personally and as a group could do immediately, within a few weeks, and within a few months to improve customer service for your patients.
At the end of this course, your team will have an understanding of what makes a good patient experience, how to deliver excellent customer service, and how to deal with difficult patients.