Reception & Telephone Skills (NW180904B)

AvailabilityCourse has taken place
SubjectCustomer Service
DescriptionThe effective management of patients care by front line staff is important in enhancing the reputation of the practice, preventing complaints and ensuring the practice runs efficiently. This course will provide the knowledge required to develop communication and organisational skills when dealing with patients whilst working under pressure in a busy dental practice.
Additional information

Registration is from 9.00 am refreshments are provided

Heather Dallas is an experienced speaker in the UK and abroad, she runs various programmes specific to the Dental profession including assertiveness, handling difficult patients, stress & time management, receptionist and telephone skills.

 

Heather is also presenting a second session in the afternoon looking more in depth on dealing with conflict and resilience and giving all staff the right tools to deal with this in practice.

VenueMANDEC, Manchester - Greater Manchester  View details
Date & timeTuesday 4 September 2018, 09:30 to 12:30
LecturerHeather Dallas  View details
Target audience

Recommended to all

Development outcomeA, B, D
Course styleLecture
Core topic Not a core topic
CateringRefreshments
CPD hours3:00
Cost£20.00
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

Front line staff will be able to project a positive, proficient and professional customer service to service users.