This is a great question and we answer it often. Laura’s philosophy on scripts is that they just don’t work. Scripts feel, well, scripted, cold and lack any real feeling behind them. Instead, we believe and Laura teaches that exceptional customer service skills, training and role playing are the keys to feeling comfortable on the phone or in person. Your staff shouldn’t need to depend on a script because patient situations are never scripted.
What you see through Front Office Rocks training is an understanding of how to communicate – when you know what to say – it just comes naturally. We don’t offer scripts, but we do offer lesson documents, policies and other documents to support your office and your training plan.