Course Description

📅 Course Details

• Date: Thursday, 7th November 2025

• Time: 9:00 AM – 5:00 PM

• Location: Sage Academy, 89–91 South Road, Southall, UB1 1SQ, London

• Certificate: Verifiable CPD Certificate

• Format: In-person, full-day training session

Course Overview

This course is designed to equip dental reception teams with the skills and confidence to deliver an exceptional patient journey.

Participants will learn to apply effective customer service and communication principles, build strong patient relationships, and manage reception duties with professionalism.
The programme also provides practical guidance on handling complaints, improving communication, and ensuring every patient experience is positive and welcoming.

👩‍⚕️ Who Is This Course For?

• Anyone interested in pursuing a reception role within the dental industry.

• Current dental receptionists who wish to enhance their communication, patient interaction, and complaint-handling skills.

🧠 What You’ll Learn

Customer Service & Communication

• Understand how customer service impacts the success of a dental practice

• Recognise the difference between good and poor customer service

• Navigate the patient journey from start to finish

• Apply the I-CARE Method for compassionate communication

• Identify and overcome barriers to excellent service using verbal and non-verbal communication

• Explore the Limbic System and Metacognition to understand patient emotions and behaviour

• Master professional telephone communication

Stress & Complaint Management

• Understand the causes and signs of stress and how to manage it effectively

• Handle complaints politely and professionally

• Learn de-escalation techniques for challenging situations

• Understand CQC outcomes relevant to reception teams

• Apply ethical selling and appointment-making techniques to enhance patient experience

💡 Key Benefits

• Gain practical, real-world communication and service skills

• Build confidence in handling patient interactions

• Learn to create a welcoming and professional front-desk experience