Win the Call
Being the Practice Ambassador takes grit and determination
give them the training to fully embrace their role as the face of your practice
Win the Call
Being the Practice Ambassador takes grit and determination
give them the training to fully embrace their role as the face of your practice
Scheduling Coordinator Training
Empower the role that has the most frequent interactions with your patients and parents. They set the tone - let's make sure it's a great one.
Being on the front desk is more than reading scripts or hiding behind the "do not disturb" - let's help your team create that perfect first impression.
I am Amy, and my training program helps your Scheduling Coordinators improve their phone and in-person patient interactions. I provide coaching for efficient & impactful first impressions, teaching new strategies & habits to improve your scheduling skills!
Are you looking to train your team to build better relationships with patients? Our customer service training will give your team the tools they need to provide excellent customer experiences.
Specific Training for your Front Desk team
A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.
Empower them - sign up for my coaching!
A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.
Empower them - sign up for my coaching!
Phone Coaching
Phone skills training for efficient and impactful first impressions
Master the first and last impression
Learn how to offer appointments to your schedule
Know how to prevent escalations
Master the initial inquiry call to prevent no-shows
Mousy to marvelous or edgy to polished
All Packages Include:
Coaching & accountability - Online Library Portal - Standardized training - Options for remote & on-site initial training
Train your team to become effective scheduling coordinators and learn how to manage patient appointments efficiently.
Signing up with Amy will guarantee your front office team gains the skills needed!
Want to give your Staff their first step in Front Desk training from just $300?
Trapezio has launched The Academy of Front Desk Coordinators which is the perfect foundational training to creating a confident front desk team.
Join Amy's mailing list today and receive her ALERT training as a thank you!
It happens. People get frustrated. Sometimes they vent at us simply because we're the ones on the other end of the phone, regardless of whether we have had a part to play in the situation.
I always remember "Event + Reaction = Outcome". You can control your reaction, not the event, and it still affects the Outcome.
What Our Clients Are Saying
My customer communication training will help you to 10X your patient experience to massively impact your Win ratio!
40%
Decrease in No Shows
because all your customer relationships are real connections, right from the start.
64%
Reduction in Longer, Problem Calls
because you're no longer inadvertently upsetting your valued customers.
20%
Increase in Production
because you've built trust with your customers from the beginning, so your win ratio is much higher.
HOW TO WORK WITH ME
Phone Coaching
Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.
Sales Coaching
Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.
Workshops & Keynotes
Book me for your team or appreciation event you are running to provide customer experience training.
What to Say as You Reschedule Appointments
The day will come when we are ready to be back in our offices and we will be met with the task to reschedule the canceled appointments due to COVID-19. What are you going to say as you make those calls? Should you lead with appreciation or an apology?
Say, “Thank you”.
Research
Just in March of 2020, the American Marketing Association put out an interesting article in their Journal of Marketing. The article talked through 7 different studies with a multitude of variations to see if it was better to say “Thank you” than “Sorry” after a service failure. They wanted to see if expressing appreciation was more effective for a recover strategy.
Explaining the Study
One study had 194 participants that were divided across three conditions. They first had each group imagine their plumbing was backed up and they had called for plumbing service. All were promised the plumber would arrive at 11am, but in reality the arrival time was at noon.
What happened upon arrival depended on one of the three conditions. They were:
Control group – plumber arrived and simply got straight to work
Apology group – plumber arrived and first said, “Sorry for keeping you waiting. I apologize!”
Appreciation group – plumber arrived and first said, “Thank you for your patience. I appreciate it!”
Post-Event Questions
Then afterwards the participants were asked questions in four areas. They were:
How satisfied they were with the way the plumber handled the late arrival
How likely they would be to use the plumber’s services again
How likely they would be to recommend the plumber to their friends
Did the way the plumber handled the delay make them feel they were valued
Results
After the results were tabulated the findings showed statistically significant differences. In all post-event questions and scenarios, the expression of appreciation were better.
Journal of Marketing, Mar2020, Vol. 84 Issue 2, p133-150
It is fascinating. What is happening is that we all like to feel appreciated and have our contributions highlighted. By expressing appreciation, we are meeting ego needs.
Application
So as you get ready to reschedule your backlog of patients, start with a “Thank you”. Then notice and listen astutely for the cues that you made your patients feel good as you bounce back from this no-fault “service failure” of having to cancel so may appointments.
For help in training and coaching your team members with communication skills, contact Communicate Excellence at info@communicateexcellence.com.
What Our Clients are Saying
Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.
Click on any logo to learn more about the organization.
As a survivor of a rare cancer I love riding each year and raising funds for the research to beat rare cancers. 100% of all raised funds go to research.
I have enjoyed building boxes for children around the world. And having lived in Charlotte I even was able to pack crates of boxes.
I am a PEO Sister. This organization has helped women "reach for the stars" by providing $400 million in educational assistance. They even have their own college.
As a parent with two children have been treated by Shriner's Hospital, I love to give back. They provide free care for those in need.
Preferred Provider For:
As a bonus for being a member of these organizations you will receive a discount on my services.
Schulman Group leaders say
“The Schulman Group is pleased to call Amy Demas/Communicate Excellence one of our valued preferred consultants and a huge advocate for our educational programming efforts. Her "can do" attitude has served the group in many capacities over the years…..as a consultant, as a program speaker and most recently served as moderator for our Doctor and Team Meeting. As speaker and consultant, Amy offers invaluable insight on communication skills for all orthodontic team members and has helped a number of our members streamline and improve office interactions with patients.”
Emily, Mari's List says
"Amy Demas is a shining star when it comes to training front desk staff, scheduling coordinators and treatment coordinators. She truly communicates excellence. Mari's List feels confident endorsing Amy because of her long history of exceptional professionalism and glowing reviews from our members."
