Boost your Phone Skills with "Share the Sizzle"

Learn more: https://allstardentalacademy.com

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 through 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.

Key Highlights on Phone Skills
[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

Notable Quotes on Phone Skills
• I would have a meeting and just write down I would have everybody write down what they think their top three sizzle points are for the office or for the doctor. It doesn't take very long. You can say what are the top three sizzle points? And then go rank them in order of which one you like the best.
• And sizzle isn't necessarily just on the phones too, I'll point out. We're sizzling on our website. So your marketing company has to share the sizzle on your website effectively to get them to call and pick up the phone. But really the first impression, the first opportunity is that first phone call and then the sizzle continues
• The GREAT Call® Process is a five part process. It's an acronym. So Great, each letter stands for a different major part of the process. And we just picked an acronym like Great because we want your calls to be great. It's also easy to remember. So G is the greeting. Then R stands for Rapport. E is Engage the Patient, a is Ask for the Appointment and T is Take information.

Additional Resources for Phone Skills
• [WEBINAR] Dental Practice Excellence: 3 Steps to an All-Star Practice
https://allstardentalacademy.com/webi...
• [E-BOOK] Loving the Phone – Heather Nottingham
https://allstardentalacademy.com/book...

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