Dental Customer Service Training: 3 Top Considerations
Dental customer service training for me begins with three top considerations. These considerations are dental patient check-in, patient transitions, and patient check-out. Did you see last week’s post ? Would you like to join us in writing your own Dental Office Operations Manual. Did you come up with a title? Have you written your vision and mission statements? Let’s move into the customer service training section now. And let’s also start with patient check-in.
Details of patient check-in vary from office to office. So, let’s focus on just the customer service aspects here. My recommendation is to begin your personal training and operational manuals with the more generic customer service explanations. And then move into the detailed requirements of your individual practice needs. Such as what information to collect from patients and how to let the clinical team know the patient has arrived. Then, carry that same pattern through to the other two aspects of this training.
Dental Customer Service Training To Include In Operational Manuals
Patient Check-In Summary & Example:
- Greet guests warmly by standing whenever possible as patients enter the reception area.
- Smile and say hello. Introduce yourself and ask each guest how you can help them today.
- Now add details of how patients are processed and checked in.
- Invite patients to please make themselves comfortable for a moment.
Patient Transitions – Return to Front Office After Treatment
- Greet patients by name as they return to the front office area post-treatment.
- When possible, stand to greet.
- Smile : )
- Review treatment performed and collect payment. Ask patient if would like a receipt. Advise patient claim will now be sent to insurance if insured.
- Continue to add details of how to manage your particular office procedures here.
- Discuss needed treatment, cost and schedule.
- Consider adding specific details on conversations surrounding scheduling and reschedule policies.
Dental Customer Service Training and Our Good-bye
Here is our most important patient interaction. This is true because patients remember how we make them feel. More than anything else we might do with our patients, they remember how we make them feel. Of course, we want to provide the best dental service we possibly can. But as we end our patient interaction for each individual patient, let’s make it count. And it’s important to communicate this patient send off to our team members.
- Once patient financial transactions and scheduling are complete, thank patient by name, and thank patient for choosing us to care for their dental needs.
- Encourage patient to please call you personally with anything that comes up for them relating to their experience in the office today or concerning their next appointment.
- Let patient know you look forward to seeing them in the office next time too.
Phone Training Next Week!
Join me next week as we look at what to include in your operational manual for phone training. Please keep in mind, this is a basic, beginners manual. It’s a place to get started. You will definitely want to add to this manual as you go along. But it gives you a place to begin. In preparation, I encourage you to take a look at the Phone Scripts E-Book, Practical Phone Tips E-Book, and the Team Training Phone Course as well. See you next time!