This lesson is designed to educate your staff about how to deliver exceptional customer service while working at your practice’s “front desk.”

Key topics include:

Recognizing how a clean, orderly clinic appearance contributes to a welcoming environment, from the waiting area to the reception desk.

Developing a positive, empathetic demeanor—through warm greetings, mindful communication, and professional interactions—so that patients feel genuinely cared for.

Effective reassurance techniques, such as proactively updating patients on wait times and rescheduling options when necessary.

Navigating challenging situations, including frustrated or angry patients, using de-escalation strategies, and knowing when to involve management for support.

Maintaining respectful, professional boundaries by keeping conversations appropriate, safeguarding patient privacy, and staying calm under pressure.

By the end of this lesson, participants will be equipped to confidently manage front-desk customer service tasks, ensuring that every patient’s experience is pleasant and stress-free.