Introduction

According to Forbes magazine, “if front line employees–who arguably have the greatest impact on customer experience–don’t have the ongoing training needed to effectively do their jobs, they might disengage, which can lead to decreased productivity and work quality resulting in customer satisfaction issues.” They go on to say that microlearning  courses are a great way to provide and reinforce employee customer service training. In this course, dental front office staff learn how to establish great relationships with patients, including how to handle challenging situations in ways that have positive outcomes.

Benefits to your organization:

• Stellar customer service is a critical component of attracting and retaining patients
• Poor customer service can prompt patients to look for a new dental care provider
• Customer service training can help ensure that all of your dental front desk staff provide a consistently excellent patient experience
• Excellent customer service can build patient trust and confidence in your dental office

Who should enroll in this course:

• New dental front office staff
• All front office staff who haven’t received customer service training
• Current and aspiring practice managers
• Individuals who are seeking a new career in dental office reception

Benefits to course participants:

• Develop stellar dental reception skills that foster job security
• Be able to model optimal behavior for other front office staff

By the end of this course you should be able to:

• Establish good rapport with patients
• Manage patient wait times
• Handle late patients
• Handle disgruntled patients appropriately
• Ask patients for referrals
• Build patient trust