1. DA117 Practice Management

2. Alertness – Answer within 3 rings – Identify caller, use their name Expressiveness – No monotone, smiles before you answer, sound happy

3. Interest – Listen, ask appropriate questions, dont rush to get off the phone

4. Clarity – Pronounce each syllable – speak slowly, no gum chewing, eating

5. I want to make an appointment – Ask: Who is calling? Once identified use name in conversation Have you been here before? If not get name, address, phone number What is the appointment for?

6. Schedule the appointment – Thank the person for calling, and repeat the appointment date and time. http://www.youtube.com/watch?v=olW7v3SC3 E8 http://www.youtube.com/watch?v=olW7v3SC3 E8

7. I want to speak with the doctor Reply – Doctor is with a patient, can I help you or take a message? The doctor will sometimes take calls from other doctors, labs, and family members

8. I need a root canal. How much do you charge? Reply – Im sorry, but I can not quote a fee until the doctor has made his diagnosis. Would you like to come him and have him examine you? http://www.youtube.com/watch?v=Bb- uGaL37X0&feature=g-vrec

9. I just got my bill and its outrageous!! Reply – Dont say anything until the caller has finished speaking. Listen first and the explain. The call may have be given to the person directly in charge of finances

10. The dental office is a business – personal calls should be limited to emergency only Do not interrupt clinical staff except for an emergency.

11. Name of caller Phone number Date of call Message Return call? Your name

12. Have the correct phone number Identify yourself and office State reason for calling Patient always hangs up first