On the Phone

Key points:

• Always SMILE, they can tell through your voice.
• Use a pen and paper rather than trying to enter information into the computer.
• Always ask for their name and use it a few times.
• No verbal vomit, only get names, age, and best number to confirm the appointment.

Confirmation Phone Call

Hello John Smith, This is Mary Jane from Cascade Family Dental, how are you today?....
I'm calling to confirm your appointment on Tuesday the 10th at 10:30 am for a cleaning. Your appointment should last 1 hour and 30 minutes. Please call our office today at 801-465-4490 if you will not be able to make your appointment to avoid a missed appointment fee. We look forward to seeing you John, goodbye.

Inbound Phone Call

Good morning, this is Mary Jane from Cascade Family Dental, how may I help you? (if there is a P or S on on caller ID don't say Cascade Family Dental as it was already said, If no P or S then they didn't go through the que and you need to say it.)
What is your name?
Thank you John...

New patient phone call

Please arrive 10 minutes early prior to your appointment to fill out paper work or you can fill out the forms before hand on our website at cascadefamily.com and bring them with you.

Upset Patient Phone Call

"We have to look after 6000 accounts; I wish all our patients would take the time to help us since you can focus on just your account"