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Best Practice Phone Skills

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Designed for Front Office Coordinators and phone-handling team members, this course equips you with essential skills to: - Increase appointment conversions - Improve first impressions for new patients - Build patient and team confidence - Reduce cancellations and missed appointments - Boost referrals

Learning outcomes

Led by Prime Practice experts with over 30 years of experience, this 2.5-hour workshop covers: - Establishing clear protocols for new patient calls - Building trust over the phone with 3 key strategies - Effective handling of difficult questions and objections - Converting telephone inquiries into loyal patients - Decrease the number of unanswered calls - Gather the right information - Influence patients without them feeling pressured - Ensure every call reflects the professionalism and care of your practice. Enroll in Best Practice Phone Skills and optimise your patient experience.

Further information 
Speakers

Maya Carson Senior Coach, Consultant and Trainer

Maya is a coach and trainer with a genuine interest in people. She has a particular interest in personality, and how this affects communication in the workplace. Prior to joining Prime Practice, Maya worked in the Public Health sector and as a University Educator. Maya also applied her skills in the corporate arena with major clients including QANTAS, IAG and Symantec. Maya works with individuals and teams to develop and optimise skills, whilst challenging habitual patterns of thinking and behaving.

Maya Carson 

Daleen Kupsch Coach, Consultant and Trainer

Daleen’s passion for dentistry started when she was still in high school when she began working as a dental assistant for her local family dentist. Her love for the profession only grew from there and she has spent 20+ years working in various roles, from clinical chairside to practice management and team-based training and development for practices. After 17 years living in New York including 5 years working as a coach for a Dental Practice Management company, Daleen has relocated back to Sydney but stayed in the industry she’s so passionate about.

Daleen Kupsch 

Best Practice Phone Skills


Speakers:

Maya Carson Senior Coach, Consultant and Trainer

Daleen Kupsch Coach, Consultant and Trainer

Wednesday 12th Nov 2025
1:00pm - 1:30pm
Venue: Prime Practice Live Online
11/151 Castlereagh Street
Sydney 2000
Region: Overseas
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Brought to you by Prime Practice
Level 11
151 Castlereagh Street
Sydney, NSW
2000
AUSTRALIA