This course is for the staff who speak to patients before and after the clinician does: on the phone, at reception and when discussing treatment plans. It covers booking conversations, explaining prices, responding to hesitation, and handling complaints.
The online module is completed individually before the in-person session, which is spent on practice using the clinic’s own examples. Originally designed for a dental group with several sites; suitable for any clinic or service business.
Course outline
- Kit: the six conversations that decide whether a patient books
- Kit: explaining a treatment plan and its price without apologising
- Kit: what to say when the answer is no, or not yet
- Live: role-play with recordings of real calls
- Live: handling complaints and upset patients
- Live: the practice's own script library, finished