The Front OfficeFront desk performance
Section snippets
Background
The front desk in a dental office has the potential to set the tone for the practice and establish it in the minds of patients as a caring, patient-oriented place where they will receive excellent care. Ways to ensure the front desk delivers the right performance and handles operations well can be taught.
Methods
The front desk should always put patients first and demonstrate that the practice is the best in terms of patient care, customer service, and convenience. Those manning the front desk should convey enthusiasm, empathy, and appreciation through their attitudes, body language, and verbal skills.
Front desk staff should focus on issues at hand and keep their cool when faced with a difficult patient. If someone should start to lose control, it’s time to call in the office manager or another team
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Levin RP: The front desk experience: 12 steps for upgrading performance. Inside Dent 24:24, 2016
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