Question: My front desk team is spending too much time on the phone with patients. They get involved in long conversations that do not go anywhere. How do I teach them to cut back on the "chit chat" and get people scheduled!

QUESTION: My front desk team is spending too much time on the phone with patients.  They get involved in long conversations that do not go anywhere.  How do I teach them to cut back on the “chit chat” and get people scheduled! 

ANSWER: Great question!  We all want to provide excellent service and take care of people as best as we can.  Sometimes, we allow callers to dominate conversations because we think we need to answer every question they ask.  Good news here is – we don’t need to do that!  When someone calls your office something has motivated them to call in that moment and we need to find out what they need and get them scheduled.   This is not the time to go into details about insurance plans or how dental insurance operates or a cost comparison of  crown vs an inlay.  This is your chance to build rapport, and help the patient.  The best way to help?  Get them an appointment!  

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