2. WHAT IS
ETIQUETTE
..???
“The forms , manners, and ceremonies
established by convention as
acceptable or required in social
relations, in a profession, or in official
life.”
“ Rules governing socially acceptable
behavior”
3. NEED
OF
ETIQUETTE
To be proper and respectful in
multiple scenarios
Makes you a cultured individual
Teaches you the way to talk
To create an everlasting first
impression
7. Be punctual
Avoid annoying habits
Practice teamwork
Discourage personal office visitors
Do not use strong perfume or cologne
Do not wear noisy jewellery
Be tactful with rude
Treat a person the way you wanted to
be treated
9. The Front desk is the most widely seen part of a dental practice and
patients are likely to interact more with them than with the doctors and
hygiene team.
10. Increased Productivity
A Front office plays a crucial role in the success of the dental practice.As
dentistry is the heart of the business, their front office is its face.Through
proper training, they properly maintain the records of the patients and
take your practice to the next level through acquired skills.
11. Great Customer Service
Training front office staff enables them to provide top notch customer
service to your clients.They will be able to handle patient calls
professionally and solve any questions that arise.
12. TELEPHONE
ETIQUETTE
Be polite, pleasant and courteous when answering
the telephone
Answer promptly any telephone that rings in the
office
13.
14. The first
phone call
It is the first physical contact ,the patient has
with our personnel and our office and therefore
an aura of pleasantness and concern must be
established.
Can be of two types in nature
Typical phone call
Emergency phone call e.g.. Fracture of teeth,
traumatic injury
15. Receptionist is the person who makes the first
office contact on phone, so these most
important auxillaries should have following
qualifications;-
Dental auxillaries experience
Good telephone voice
Physical appearance - according to what our
patient will accept and be pleased with.
16. Therefore a receptionist should be trained for
the following
Phone must be answered promptly.
Answer with pleasant and concerned voice.
A monotone should be used.
Listen carefully and obtain all the information
before closing the conversation.
Never discuss fee or financial arrangements over
the phone.
Always close the conversation in a pleasant and
concerned manner.
17. PHASES OF PROFESSIONAL
CALL
Phase 5
- Close
the call
(Summari
ze)
Phase 4
- Provide
Solutions,
Alternativ
es or
Informati
on
Phase 3
-
Collectin
g/
Verifying
of
Informati
on
(Paraphra
se)
Phase 2
-
Building
Rapport
&
Identifyin
g Need
(Question
)
Phase 1
- Opening
the Call
(Greeting
&
Introducti
on)
18. SOCIAL
ETIQUETTE
Become genuinely interested in other people
Smile
Begin in a friendly way
Be a good listener
Encourage others to talk about themselves
Talk in terms of the other other’s interest
Make the other person feel important - and
do it sincerely.
Avoid argument
Show respect to other’s opinion
20. Overall GuidelinesThat ApplyTo Everyone:
No gum chewing.
No food or drink visible to the patient.
No piercings (except earrings) or tattoos
visible.
No acrylic nails – or nails longer than ¼ inch –
neutral nail color.
No bracelets.
21. Grooming
Clean shaven or facial hair tightly groomed.
Men should have the back of their neck shaved
regularly.
Professional scaling with your hygienist every 6
months.
Clothes pressed and cleaned.
Uniforms, clothes to be well fitted and cleaned.
Name tags worn at all times and on the upper
right hand chest area.
No excessive hair ornaments.
No sleeveless tops.
Scrubs should not be worn outside the office for
any reason.
Scrubs worn by men MUST be accompanied by a
round neckedT-shirt.
22. Minimal jewellery, no large hoops or long
dangly earrings.
No bracelets or more than one ring per hand.
Conservative makeup should be worn
No heavy lip liner or bright colored lipstick.
Earth tone eye shadow with conservative eye
liner is best.
Long hair worn up is considered more
professional than hair worn down, as long as it
has a very polished look to it.
