At the end of this course, participants should be able to:

Lesson #1: The Experience

• Understand the critical role of teamwork and communication in creating a seamless patient experience.
• Identify key responsibilities of front desk coordinators and their impact on patient satisfaction.
• Apply the Moments of Truth framework to recognize how each interaction shapes the patient journey.
• Strengthen soft skills such as emotional energy, consistency, and professionalism to reflect the practice’s values.
• Develop structured habits and systems that ensure predictable, high-quality service delivery across all patient touchpoints.
• Recognize the front desk as the ambassador of the practice, setting the tone for every stage of the orthodontic life cycle.

Lesson #2: Guide to Leveraging Personalities

• Learn to balance deference (courtesy) and guidance (leadership) for clear, confident communication.
• Understand and apply Cialdini’s Six Principles of Persuasion to positively influence patient decisions.
• Recognize different personality types (Fire, Wind, Water, Earth) and adapt communication styles to each.
• Strengthen conversational awareness by reading tone, pacing, and preferences for more personalized service.
• Develop the ability to transition naturally between friendliness and authority while maintaining professionalism.
• Embrace the role of “Practice Ambassador” by blending persuasion with genuine empathy and understanding.

Lesson #3: Phone Etiquette

• Demonstrate professional and polished communication during all phone interactions.
• Learn techniques for effective greetings, positive first responses, and confident call closures.
• Apply best practices for placing callers on hold courteously and efficiently.
• Strengthen scheduling skills by presenting appointment options with clarity, confidence, and authority.
• Understand how tone, phrasing, and consistency influence patient trust and long- term relationships.
• Handle last-minute reschedules and constraints using empathy and clear communication to maintain treatment timelines.

Lesson #4: New Patients and More

• Understand the flow and purpose of a professional new patient call.
• Use courteous, benefit-based phrasing and open-ended questions to build rapport.
• Learn the structure of “The Solo” to ensure consistency and confidence in communication.
• Apply strategies that strengthen first impressions and reduce no-show rates.
• Recognize how effective new patient calls improve conversion and practice growth.

Lesson #5: Upset Callers and Other Challenges

• Handle difficult or emotional callers with professionalism and empathy.
• Apply the ALERT technique—Apologize, Listen, Empathize, Resolve, Thank—to de- escalate situations.
• Use structured If–Then flowcharts for consistent, confident responses.
• Communicate clearly by following the rule: sentences on the phone, paragraphs in person.
• Turn challenges into opportunities to reinforce trust and patient satisfaction.

Lesson #6: Connection Calls and Other Outbound Calls

• Turn routine confirmation calls into personalized connection calls.
• Follow professional etiquette for outbound calls, including clear introductions and tone.
• Use patient names naturally and show empathy through active listening.
• Deliver personalized voicemail messages that reflect care and professionalism.
• Strengthen patient relationships and reinforce the practice’s image of excellence.

Lesson #7: Continue to Lead

• Recognize that communication habits require continual practice and coaching.
• Manage stress and maintain performance balance using the Yerkes-Dodson Law.
• Identify and track key performance indicators (KPIs) to monitor progress.
• Coach others to build consistency and confidence across the team.
• Commit to the Three P’s of Peak Performance—Playbook, Practice, and Professional Coaching.