Tips on How to Successfully Answer the Dental Office Telephone

What happens when a potential new patient calls your dental practice? Do your team members consistently give them a great experience?

Knowing how to successfully answer the dental office telephone must be given top priority. Why is this so important? Simply put, you never get a second chance to make a great first impression. All of your marketing and advertising leads people to the phone first. You’ve invested time and money to get the telephone to ring. Don’t miss out on the privilege of giving your callers a great first impression.

Here are 10 tips and ideas to help you give your callers a great experience…

· Training – Entire team should role-play effective telephone etiquette and scripting.

· Answer the phone during times when potential patients are most likely to call. This includes during lunch hours and “after office hours”.

· Pick up the phone within the first couple of rings.

· Smile before you pick up the phone

· Answer the phone with a thank you for calling, identify the office and give your name.

· Do NOT let the caller go to voice mail (or a busy signal!) during business hours (including lunch hours). People hate leaving messages. Oftentimes, they’ll hang up and call the next office on their list.

· Never answer the phone with “hold please”. Take a quick second; find out who they are and how you can help them.

· Get the caller’s name and use it often.

· Ask how they heard about your office and be sure to document the referral source.

· Offer an appointment. Most callers are just an invitation away from scheduling an appointment. Always offer an appointment before ending the call.

Your goal is to not only schedule an appointment, but to build a relationship with the caller, to get to know them and their expectations.

Don’t miss out on any opportunities to set your dental office apart from the others by always exceeding the caller’s expectations.