For dental office managers: Does your team's mood show through the phone?

Answering phones with a smile – is it too much to ask? In today’s customer service world, it seems that the answer may be yes. Too often we are impressed when we experience good customer service skills. Shouldn’t that be the norm? Shouldn’t we expect service with a smile, detailed instructions, and follow-up calls?

I hear from our members that it is increasingly hard to hire team members who have had basic customer service skills. A 20-year-old should know how to shake hands firmly, the proper way to call a patient from the waiting room (it’s not “next!”) and to check with patients to make sure they are comfortable. Has your current team been through any customer service training in the past three years? Training in this area now extends to handling patients socially in the online world as well. Don’t be left behind in this arena – offices are continually competing on customer service and first impressions. Your office should be the one that comes out the winner – with a smile!

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About AADOM: The American Association of Dental Office Managers (AADOM) is an organization of professional office managers, practice administrators, patient coordinators, insurance and financial coordinators, and treatment coordinators of general and specialized dental practices. AADOM is the nation's largest education and networking association dedicated to serving dental practice management professionals. For more information, please call (732) 842-9977 or e-mail

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