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Welcome to another exciting episode of the Thriving Dentist Podcast! In today’s episode, we delve into a topic that can truly elevate your dental practice’s customer service: “Simple Tips to Train Your Team Members to Answer the Phone Like a Rockstar!” We all know that the first interaction a patient has with your practice is often over the phone, and it sets the tone for their entire experience. Join us as Gary shares invaluable insights and practical strategies to empower your team members to answer phone calls with confidence, professionalism, and the energy of a true rockstar!
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Timestamps
- 00:00:24 – Introduction to the Episode
- 00:00:46 – Upcoming Masterclass: 6 Steps to Successfully Resign from PPO Plans
Today’s Clinical Tip
- 00:02:31 – Dr. Luba Borukhova on How to Test if the Patients are Numb
Coaching in Action
- 00:04:11 – Gary talks about the history of dental insurance
Gary shares tips to answer the phone like a rockstar!
Q&A Segment
- 00:27:19 – Question 01 – I really like your approach of doing regular call review training with my team members. How often do you recommend doing this training?
- 00:30:30 – Question 02 – We are following your advice to drop PPO Plans. What is the best way to answer the question, ‘Do you take my insurance?’ if we are out of network?
- 00:37:04 – Question 03 – I love these tips on improving how my team members are answering these calls. Another issue I would like to solve is how to get more new patient calls. Any suggestions?
- 00:43:16 – Question 04 – I have started doing call review and call training with my team members, and I’m noticing that they are making the same mistakes even after we have discussed a better approach. How should I handle this?
Resources
Gary became a successful practice owner by purchasing a fixer-upper practice and developing it into a world-class dental practice. He is passionate about sharing his hard-earned insights and experiences with dental practices across the globe.