Front Desk and Call Training 101

Julie Soukup led a training session focused on enhancing patient experience and communication in dental settings. She emphasized the importance of empathy, reassurance, checking in, and curiosity in patient interactions. Julie highlighted that only 7% of communication is verbal, with 38% attributed to tone and 55% to body language. She suggested using clear, non-technical language to avoid patient confusion and reassured staff that they could provide value by reassuring patients about the new office changes. Julie also recommended using scripts to ensure consistent, effective communication and encouraged staff to print out key phrases for easy reference.