Week 1
Four Key Elements that Demonstrate a Professional Attitude.
1. Treat others with respect
2. Be accountable
3. Be loyal
4. Exceed expectations
Dentistry is a relationship business built on a foundation of what?
Trust
If you don’t know the answer to a question, the best reply is to say, what?
Telephone communications represent __ to __ percent of the patient’s experience
30 to 50
A big part of being a Dental Office Administrator is challenging your team to do better and supporting their development. What is this called?
Mentoring
Who is often the first point of contact that the patient will encounter, whether it is over the telephone or in person?
The DOA
What should be done as much as possible to personalize communication and make patients feel valued and important when talking to them?
Use the patient's name
List the four essential items that written communications should be.
Clear
Concise
Complete
Correct
Instead of saying, "where is the pain", what should you say?
Where is the discomfort
That trust is conveyed through ____ and ________ communications
Open & Positive
The DOA is responsible for coordinating the daily activities of the dental team to ensure that the
office runs ____________ and ____________.
efficiently & effectively
The important thing to remember when using a script in communicating with patients is that you should guide and direct your patient and try not to do what?
Not ask too many questions
What does CAPS lock indicate
Yelling
Messages should contain the following essential facts:
The name and telephone number of the caller
The date and time of the call
The message, including what action needs to be taken
The name of the person who took the message
Why doesn’t my insurance cover all of my treatment
List the nine points of influence in a dental office
The phone call, initial visit, journey from front to back, exam, communication skills, patient education, reason to stay and refer new patients, financial arrangements, and finale follow-up.
What communication technique involves fully concentrating on what the speaker is saying, understanding their message, and responding appropriately.
Active Listening
The difference between dental treatments that last a
lifetime and those that do not is the person who takes care of the crown on a daily basis
When dealing with an angry caller, it is important to exercise ___________ and ______.
Patience & Tact
Signature blocks should be kept down to how many lines
4 to 6
Out of all the numerous duties and responsibilities a DOA holds, which one do you feel is most important and why?
Studies show that we evaluate a person’s credibility, confidence, likeability, and trust within how many seconds of meeting them?
7 seconds
What is SPAM?
Spam can be defined as any electronic message
sent without the express consent of the recipient(s)
people develop a perception about you within the first __ seconds of a telephone conversation and their final opinion of you in the last __ seconds.
30
What does CASL stand for
Canadian Anti Spam Legislation