Here are six communication tips you can use with your patients that will have a direct effect on customer service in your dental practice:
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- The two best ways to convey warmth and caring is through smiling and appropriate touch. Always greet the patient with a smile and provide appropriate touch, such as a handshake or gentle pat on the arm, at some point.
- Remove the phrase “No problem” from your vocabulary. If the patient thanks you, the appropriate response is, “My pleasure.”
- When speaking with a coworker concerning the patient, always use the patient’s name, rather than “he” or “she.”
- There’s only one opportunity to make a good first impression. Anticipate the arrival of the new patient, and make every effort to extend a warm and friendly welcome.
- Inquire about the patient’s comfort. Offer amenities, such as a neck pillow or blanket to keep the patient as comfortable as possible.
- Avoid controversial conversational topics. If the patient asks you a question about a controversial subject, you can always return the question. “That’s an interesting question. How do YOU feel about ...?”
Dianne Glasscoe Watterson, RDH, BS, MBA, is a professional speaker, writer, and consultant to dental practices across the United States. Dianne’s new book, “The Consummate Dental Hygienist: Solutions for Challenging Workplace Issues,” is now available on her website www.professionaldentalmgmt.com. To contact her for speaking or consulting, call (301) 874-5240 or email [email protected].