In spite of all the remarkable advances in communications technology, ordinary telephones still serve as a lifeline for dental practices. Most patient-practice relationships begin with a phone call, and how you handle that first interaction will probably have a profound effect on what follows… or doesn’t. This new patient call illustrates the vital importance of a telephone script.
How Telephone Scripting Works
As soon as the front desk coordinator realizes that a call is from a prospective new patient, she should automatically get on script, shaping the conversation to achieve several objectives. The actual script includes all the key elements but is not meant to be memorized and delivered verbatim. Instead, the front desk coordinator familiarizes herself with the script—both what it includes, and why—and then trains in how to use it. The most practical training technique is role-playing, in which she takes “calls” from other team members in the roles of new patient callers.
Mastering the script and translating it into her own words, the coordinator will become highly proficient at:
The Same Principles Apply to Handling Other Calls
Every type of phone conversation will have its own requirements and goals from your practice’s standpoint, so each should be scripted accordingly. Whether the subject is collections, reactivation, case presentation follow-up or any other recurring scenario, you’ll get better results by preparing scripts and training your team to use them effectively.