Customer service skills are very important when working in the dental office; yours have to be GREAT! Here, are things that you should NEVER say to your patients.
- NEVER say ~ to a child before you clean his teeth ~ “my name is Shanna. I am a dental hygienist. I am going to take all the nasty stuff off of your teeth and you’re going to sit still while I do it. Is that a deal?”
- When a patient asks if your office has been busy, NEVER say ~ “Well we could be busier. We lost most of our patients when we dropped being a provider for your insurance. We could use some more patients; we sat around all day yesterday”.
- NEVER greet your patient with a question “what’s new and exciting?” then promptly turn on your heel and start heading back towards your operatory with your back to you patient.
- NEVER tell a patient ~ “your insurance does not allow us to do the dentistry that we want to do, they make us write a portion off. Your insurance is bad; they are trying to dictate the care the dentist can give to you”. While this may be partially true, you did sign the insurance provider contract, no one’s fault but your own, do not blame the insurance company. Do not bad mouth the patient’s insurance company, the patient pays them for coverage, and it only makes you look bad. Be honest but don’t bad mouth.
- NEVER talk louder while you are cleaning the teeth of a child patient, they may be small, but they are not all deaf, no need to yell.