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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 5: Positive Verbal Skills

Learn how effective communication at the front desk creates better service and develops patient loyalty which in turn boosts productivity and grows the practice, all by fostering meaningful and positive interactions with your patients.

Module 5 is dedicated to developing effective verbal skills for appointing, patient communication and phone skills. Learn the art of Positive Verbal Techniques, top customer service skills over the phone, conversation guides for triaging assessments and emergencies and a range of effective patient communication techniques.

Positive verbal skills create cooperative relationships with patients which is imperative for productive scheduling. You'll discover how to positively influence patients and you will be seen as helpful, competent and confident.

Positive verbal skills is all about what can be done. It informs, educates and speaks about the benefits and rewards to the patient. Learning how to switch from our usual verbiage which is often negative and unhelpful, takes time and practice. This module is full of scripts and verbal examples to help you make the switch. 

Renata takes you through several techniques to enhance your communications with patients such as assertive communication tips, active listening, telephone skills and etiquette, managing common patient objections, triaging emergency and assessments and managing the ABCD category patients.

Module 5 has over 70 examples of verbal skills and scripts to start using!

 

What you'll learn in Module 5...

  • The multitude of tasks at front desk that require good communication skills
  • Why we should strive to become more assertive at the front desk
  • How positive verbals with patients help you achieve your front desk goals
  • The benefits of using positive verbals and how negative verbals create barriers
  • How to use open questions and digging deeper helps you discover more about the patient and their concerns
  • Tips for exceptional telephone communication
  • Rules for telephone etiquette to avoid annoying your patients
  • Positive verbal scripts for your voice mail/answering machine
  • Top 3 patient concerns and objections and the verbal skills to help you overcome them
  • How to identify and manage further objections
  • How to effectively triage emergency and assessment patients
  • Triage phone sheet and verbal skills
  • Scheduling verbal skills for category patients

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. 

*Group Zoom coaching sessions - 2023 dates TBC

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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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