The front office staff at any dental facility plays an important role. Their job is to not just assist the dentist in organizing the documents and handling calls. In fact, the front office staff also has to be active in converting prospects into patients. Often, dental offices don’t invest the resources and efforts necessary to provide their staff the training they require to answer calls effectively. You need to be aware that handling calls is an integral part of dental front office training. Here are some reasons why:
Voicemail Is a Deal Breaker
Did you know that if any call from a prospective patient goes to your voicemail, you lost the lead? You cannot afford even a single call go to voicemail. This means that your front office staff needs the requisite training to answer calls efficiently. They need to be aware of the reason why the caller picked up the phone to dial up your office. In most cases, the caller requires information about your practice. However, you need to keep in mind the fact that it is possible that your online presence may have directed the caller to your contact information.
Hence, almost every other call you receive might be from a potential customer. This is especially true during the lunch hour. Since a majority of people take a break during lunchtime, they are more likely to call up a dentist at that hour. Provide your staff the necessary dental front office training so they can help you convert leads into patients.
Emphasizing the Benefits is Important
A common mistake front office staff makes when handling calls is focusing on the services the dentist offers. However, they should direct the conversation to the benefits of quality dental care. There is a good chance that a majority of callers have no interest in the services you offer. Hence, hearing someone read out a list of services over the phone without prompting can drive them away. This is especially true when mentioning the cost of treatments. Just imagine how a caller feels if he/she learns that an implant can cost over $1,000.
The caller might assume that dental treatments are extremely expensive and that there is no point in going ahead with the interaction. Focusing on the benefits instead ensures that your prospect remains interested in what you offer.
These are just a couple of ways that dental front office training is crucial for the success of your dental practice. When your front office staff handles calls effectively, they will help you attract more business.
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