SPE Learning Academy for the Front Desk Team & Receptionists
Every great patient journey begins at the front desk. As the first voice on the phone and the first smile patients see when they walk through the door, you set the tone for their entire experience. The SPE Learning Academy for the Front Desk Team & Receptionists is designed to inspire, support, and equip you with the skills that transform everyday interactions into moments of trust and connection.
Here, you’ll discover proven tools to build stronger relationships, master phone skills, and create a welcoming environment that reflects the excellence of your practice. By refining how you communicate, listen, and lead with warmth, you not only help patients feel at ease but also play a direct role in the growth and reputation of the clinic.
Building Better Relationships
- How to win friends and influence people by Dale Carnegie – Book Summary
- How to adopt a positive mood and attitude in your clinic
- How to be a better listener in a plastic surgery practice
Sales Skills
Improving Phone Skills
- Superstar phone questions and phrases for plastic surgeons – Phone skills # 1
- Advanced phone skills to book more consultations – Phone Skills #2
- List of best questions to ask a phone enquiry for plastic surgery– Phone Skills # 3
- Why phone skills training is essential for plastic surgeon clinics – Phone Skills # 4
Patient Experience & Reviews
Taking Action
Reception is more than answering phones and booking appointments — it’s about making every patient feel valued, understood, and cared for. The skills you develop here in the Learning Academy will help you create lasting impressions that patients remember long after their visit.
Take pride in the fact that you are the heartbeat of the practice. By investing in your own growth, you elevate not just your role, but the entire patient journey. Every call you answer and every greeting you give has the power to shape lives — and that makes your work truly extraordinary.
FAQs about Implementing the Learning Academy for the Front Desk Team
Q: How can I practise new phone skills without feeling awkward in front of patients?
Role-play with a colleague or manager during quiet times. Practice scripts until they feel natural, then slowly integrate them into real calls. Over time, patients will notice smoother conversations and clearer guidance.
Q: How do I balance being friendly and efficient when the phone is ringing nonstop?
Use short, warm greetings and direct questions that keep calls moving without sounding rushed. Smiling while speaking naturally improves tone and helps you sound welcoming even when busy.
Q: What’s the best way to remember all the “superstar” phone questions?
Keep a laminated “cheat sheet” by the phone or on your desktop. With practice, the questions will become automatic, but the sheet provides a safety net when you’re under pressure.
Q: How do I implement a positive mood at work when I’m tired or stressed?
Create small rituals — like a quick stretch, a glass of water, or a deep breath — before answering each call or greeting patients. These resets help you shift into a positive mindset, even on challenging days.
Q: How can I encourage patients to leave reviews without sounding pushy?
Wait until after a positive interaction — for example, when a patient compliments your service. Thank them sincerely and mention that their feedback helps others choose the practice. Provide a simple link or QR code so it’s easy.
Q: How can we make sure everyone on the front desk team uses the same approach?
Schedule short weekly huddles to review one skill at a time. Share what’s working, agree on consistent phrases, and hold each other accountable. Consistency creates a professional and seamless patient experience.
Q: What’s the fastest way to apply the Dale Carnegie principles in daily patient interactions?
Start with one principle, like using a patient’s name more often or listening without interrupting. Once it becomes natural, layer in another principle. Small steps create lasting change without overwhelm.
Q: How do I know if these skills are improving patient experience?
Pay attention to consultation bookings, the number of compliments or reviews mentioning the front desk, and patient feedback surveys. If more patients say they felt welcomed, respected, and cared for, the training is working.
Further Reading and Blogs for Plastic Surgery Practices
- Learning Academy for Surgeons & Practice Managers
- Learning Academy for the Whole Team
- Learning Academy for Patient Coordinators
- Learning Academy for Aesthetic Marketers
- Training for SPE Clients (Password protected)
- GHL CRM Training for SPE Clients (Password protected)
