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Learn from an expert
Renata is a qualified DPM with 30+ years of front desk and management experience in private dental practice in Australia. 
Upskill and grow
Modules for the beginner receptionist to the advanced front desk coordinator. Learn new skills or enhance current protocols.
Flexible learning
All modules are easy to follow with a workbook set up to teach and practice news skills - at home, in the practice or as a team workshop.
Individual needs
Select individual modules based on your personal and practice needs or complete the entire course of modules.

Welcome to Front Desk

Module 10: Patient Feedback & Complaints Resolution

Module 10 - Patient Feedback and Complaints Resolution - professionally and successfully managing feedback to the satisfaction of your patient and your practice!  Master managing feedback to satisfy your patients and practice. Turn scary and frustrating situations into opportunities for improvement and appreciation.

"How do I deal with angry patients?" and "Why are people so demanding these days?" are common questions from front desk staff and managers. Module 10 helps you understand that patient dissatisfaction often stems from what we are or aren't doing.

The real questions to ask are:

  • "What are we doing that patients find unsatisfactory?"
  • "Are we providing the information and services patients need?"
  • "Am I understanding this patient and responding in a way they appreciate?"

In Module 10, you will learn to change your mindset around complaints and negative feedback, and how to respond effectively. Discover the basic patient expectations that create satisfaction and the impact of poor service on your practice.

Improve your communication skills to manage upset patients, focusing on positive verbal skills, active listening, relationship building, trust, competency, and empathy. Develop a complaints resolution protocol for prompt and mutually satisfactory resolutions, reducing errors and ensuring patients feel comfortable returning to your care.

Learn to manage online complaints and negative reviews professionally, enhancing your practice's reputation. Lastly, master eliciting and responding to positive feedback to grow your 5-star review rating.

Module 10 includes verbal skills, complaints protocols, patient exit protocol and interview, online responses to reviews, and processes to turn complaints into positive changes in your practice.

Plus BONUS document: 10 tips to manage the rude, demanding and angry patient.

What you'll learn in Module 10...

  • The positive of negative feedback! How receiving patient complaints can be a tool to improve your practice.
  • The 8 basic patient expectations you should be excelling at
  • Identify areas you are not meeting base expectations and/or delivering bad service
  • The true dollar cost of bad service in your practice (yes, the actual $)
  • How our communication skill levels effect how patients perceive we are treating them
  • Positive verbal skills
  • Active listening skills
  • The 4 Core Areas of Patient Satisfaction
  • Discover areas of patient dissatisfaction in your practice, team, services etc
  • The Complaints Resolution Process
  • Serious complaint protocol
  • Verbal skills examples to manage unhappy and very dissatisfied patients
  • Identify and understand patient behavioural styles (DiSC)
  • Learn from your mistakes (complaints) and how to prevent from reoccurring
  • Patient exit protocols (patient going elsewhere)
  • How to perform a patient exit interview to gather information, and possibly prevent a patient leaving
  • Managing a negative or false online review
  • How to graciously respond to compliments
  • Encouraging positive reviews and referrals
  • and much more!

Start this module today!

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PDF training guide and workbook ready to download. Use to train individuals, the team and new employees.
Worksheets and exercises to practice new skills, action list and do-differently list to develop plans for implementation.
Online support with Renata via email, access to the Front Desk Facebook group for extra tips and learning. 

*1-1 coaching available via Zoom with Renata

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Renata's Focus on Your Front Desk Superstardom!

 

My passion and forté has always been Front Desk and training in exceptional customer service. 
Aspire2d's focus is on offering training modules for front desk to develop aspiring dental team members into the Ultimate Front Desk Superstar!
What do I think makes a superstar? You need the harmonious balance of many skills and attributes - competence, knowledge, assertiveness, empathy, genuine care, adaptability, service-oriented, task and goal focused, love for continual education and skills-building (no matter your age or years working), and awesome communication skills ...just a few to get you started!
Translating experience into a training format has taken a few years to accomplish and I am thrilled to offer my comprehensive front desk workbooks. My workbooks cover all the important aspects for front desk from customer service and verbal skills to productive scheduling and appointment book management...and much more!  
I am so proud to bring you these courses because I know these protocols and skills will help you become a super productive and effective Front Desk Coordinator and Manager.

Start this module today!

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