Master The Phones

Phone Training is the most important aspect in the dental office. We can't treat patients, if we can't get them in the schedule.

  • Communication

    Whether your practice averages 20 or 2,000 inbound & outbound calls each day, every call needs to make a positive impact.

  • Key to Growth

    The phone is the most valuable tool that an office possesses and this course will ensure that you are answering the phone, getting patients to appoint, and capturing all the needed information in a tactful way.

  • Skills not Scripts

    Anyone answering the phones should be equipped to handle the patient's questions. We don't believe in scripts because every conversation is unique. We'll run through everyday scenarios and teach you how to handle them.

Course curriculum

  • 1

    Welcome to Phone Skills Training!

    • Welcome!

  • 2

    Week 1: Telephone Skills and Etiquette

    • Purpose of a Dental Receptionist

    • Exceptional Service and Etiquette

    • Phone Training

    • How to Take a Good Message

    • Excellent Telephone Skills

    • Receptionist Tracking Sheet

    • Guide to a Great Voicemail Message

    • Week 1 Quiz

  • 3

    Week 2: Telephone Skills and Etiquette Continued

    • How to Handle Lunches and Phone Coverage

    • Dental Emergencies

    • Patients Asking for Records

    • How to Handle Phones in Front of Patients

    • Ditch the Dental Phone Scripts and Teach The Front Desk To Have H.E.A.R.T

    • What’s the most important piece of technology in your dental office? It’s probably not what you think

    • 10 Things You Should Never Say to Dental Patients

    • Week 2 Quiz

  • 4

    Week 3: Customer Service

    • Conversations with Patients

    • 5 Best Kept Secrets to Every Phone Call

    • 5 Best Kept Secrets to Every Phone Call

    • 3 Reasons New Employees Shouldn’t Answer the Phones

    • How to Improve Your Dental Practice Customer Service Skills: 3 Steps to Approach Your Team Effectively

    • Week 3 Quiz

  • 5

    Week 4: How to Handle New Patient Calls

    • How to Handle New Patient Calls

    • Get New Patients Scheduled in 48hrs

    • New Patient Interview

    • New Patient Call in Form

    • Call in Tracking Form

    • Week 4 Quiz

  • 6

    Week 5: New Patient Calls Continued

    • Answering PPO Insurance Questions

    • Second Opinions and Shoppers

    • Want More Production, Collections, and New Patients? Answer Your Phone!

    • Why Telephone Scripts Don’t Work, But Here’s 5 Ways To Win New Dental Patients

    • The Do’s and Don’ts of New Patient Phone Calls

    • The New Patient Effect

    • New Patient Flow Chart

    • Week 5 Quiz

  • 7

    Week 6: How to Rock the New Patient Phone Call

    • How to Rock the New Patient Phone Call

    • How to Rock the New Patient Phone Call

    • Week 6 Quiz

  • 8

    Week 7: Handling Cancellations

    • How to Handle Cancellations

    • How to Handle Cancellation Phone Calls

    • Using Confirmation Calls to Fill the Schedule

    • Steps to Fill a Last Minute Cancellation

    • Last Minute Hygiene Cancellations and No Shows

    • Dealing with Cancellations

    • Cancellations and No-Shows: A Fee Will Not Fix the Problem

    • Week 7 Quiz

  • 9

    Week 8: 10 Ways to Decrease Last Minute Cancellations and No Shows

    • 10 Ways to Decrease Last Minute Cancellations and No Shows

    • 10 Ways to Decrease Last Minute Cancellations and No Shows

    • Week 8 Quiz

  • 10

    Week 9: Confirmation Calls

    • Confirmation Calls

    • Confirmation Calls with Patient Responses

    • Next Day Review

    • Next Day Reviewer

    • Shake the Flakes

    • Confirmation Suggestions and Resources

    • Appointment Confirmation Verification Policy

    • How to Offer an Appointment

    • Week 9 Quiz

  • 11

    Week 10: Reactivation Techniques to Fill the Schedule

    • Reactivation Techniques to Fill the Schedule

    • Week 10 Quiz

  • 12

    Week 11: The Golden Ticket is Reactivation

    • The Golden Ticket is Reactivation

    • Overdue Recare Calls

    • How Long Should You Keep Trying to Reactivate Patients?

    • Week 11 Quiz

  • 13

    Chapter 12:Outstanding Treatment Calls

    • Follow Up Treatment Plan Calls

    • Follow up on Unscheduled Treatment

    • Managing Overdue Recare & Outstanding Treatment Plan Calls

    • Front Office Can Help Remove ‘Just a Cleaning’ Image From the Minds of Dental Patients

    • 11 Ways to Attract More New Dental Patients Who Will Pay And Stay

    • “Just a Cleaning”? Absolutely Not! But it Takes a Dental Team Effort to Get Patients on Board

    • Week 12 Quiz

  • 14


    • Congratulations, You've Finished the Course

    • Training Evaluation Form

Onboard & Train


We want to help you love your job and have the skills needed to be a great employee too!


  • How long will I have to access the course?

    You will have 6 months of access from the date of purchase. The material is designed to take 12 weeks to learn, and then you'll have 3 extra months to come back and rewatch any modules.

  • How long are the training modules?

    We estimate that it will take 12 weeks to complete the course if you spend 1-2 hours per week training and then implementing what you've learned. You can train faster if needed.

  • Is there any group pricing discounts?

    Our FOR U courses were designed for individuals to train. If you want to train your entire team we recommend our Front Office Rocks Membership program which provides access for 20 employees and is a month to month service.

Bonus material

You are not in this alone! We've designed these bonuses to help you.

  • Downloads

    Explain the value your additional content will bring to a student’s overall learning experience. Use this opportunity to sell potential students on the extra benefits your bonus material provides.

  • Weekly Accountability

    Each week, we will email progress reports and encourage you to continue your program. We'll also provide tips based on your progress.

  • Coach Support

    Feeling stuck or overwhelmed? Our team of coaches are available by email 24/7 for any specific questions or obstacles keeping you from growing.