Reception & Telephone Skills (NW170208U)

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SubjectCustomer Service
DescriptionThis event is designed for all members of the dental team who have front line contact with patients either face to face or over the telephone.
Additional information

Registration is from 8.45 am refreshments are provided

Heather is a motivational & inspiring speaker who lectures both nationally and locally. She is a qualified Neuro Linguistic Programming Master Practitioner (NLP) and Consultant which adds depth and a higher level of intuition to her work.

VenueMersey A, 3 Piccadilly Place, Manchester - Greater Manchester  View details
Date & timeWednesday 8 February 2017, 09:00 to 12:15
LecturerHeather Dallas  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topic Not a core topic
CateringRefreshments
CPD hours3:00
Cost£15.00
Aims
  • To improve customer service and retention by developing good communication & organisational skills for all the dental team
Objectives
  • Recognise the vital importance of generating a professional & approachable first impression
  • Agree the skills & behaviours required in providing excellent customer service
  • Develop listening & coping strategies to deal with situations under pressure
  • Identify why patients are nervous & how to put them at ease
  • Audit the anchors you are creating for patients in the reception area & surgery
  • Recognise how to answer calls warmly, promptly & professionally
  • Determine how to manage a busy workload & develop coping strategies to keep calm under pressure
Learning outcomes

This half-day course will provide the skills necessary for front line staff, to project a positive, proficient and professional customer service.