Heather Nottingham, VP of Training and Phone Skills Instructor at All-Star Dental Academy joins the show to discuss sizzling-up phone skills. Heather has over 24 years' worth of customer service, training, and phone skills experience and designed the All-Star Dental Academy Phone Success course and the GREAT Call® Process. Heather created the GREAT Call® Process by working in a dental practice for so long and having her own system and process. She noticed that the approaches to phone skills were either theoretical or script-based, so she wanted to create something more recipe-like and easier for team members to remember.
HIGHLIGHTS
- [02:38] The GREAT Call® Process: A Five-Step Process for Successful Patient Conversations
- [04:16] The Benefits of the GREAT Call® Process
- [05:49] Conversation on "Sharing the Sizzle" in Dental Practice Management
- [12:18] Maximizing Phone Skills to Stand Out in the Patient Experience
- [14:13] The Importance of Sharing the Sizzle: How to Train Your Team to Delight Patients
- [19:41] The Value of Proactive Communication in Dental Practice Phone Calls
- [21:44] Improving Office Sizzle Points
- [23:23] Phone Skills and Online Programs for Dental Practices
RESOURCES
- [WEBINAR] Dental Practice Excellence: 3 Steps to an All-Star Practice)
- [E-BOOK] Loving the Phone – Heather Nottingham)
