Course Curriculum
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1
Dental Lab Customer Care
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Attention Dental Labs!
FREE PREVIEW -
1.1 Introduction to Dental Lab LAMA Training (9 min.)
FREE PREVIEW -
1.2 Action Step 1 Questions (1 min.)
FREE PREVIEW -
2.1 Key Element Review (16.5 min.)
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Building Relationships - Review (24 min.)
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2.2 Action Step 2 Think About It (1 min.)
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3.1 Simple LAMA Review (16 min.)
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3.2 Action Step 3 Acknowledgements (4 min.)
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4.1 The Art of Asking Questions (18 min.)
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4.2 Action Step 4 Supply the Supplies (2 min.)
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5.1 Mistakes with Questions (18 min.)
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5.2 Action Step 5 Open with Business (2 min)
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6.1 Phone Etiquette (19 min.)
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6.2 Action Step 6 Manners Please (2 min.)
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7.1 Review 5 Rules and Benefits (19 min.)
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7.2 Action Step 7 Match the Benefit (2 min)
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8.1 Six Step Call Strategy (16 min.)
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8.2 Action Step 8 Starts and Finishes (2 min)
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9.1 Handling Upset Customers (21 min.)
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9.2 Action Step 9 Plan Ahead (3 min.)
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10.1 Be Prepared (16 min.)
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10.2 Action Step 10 Build a LAMA and Educate Caller (8 min.)
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11.1 Bonus Lesson - Give Freely (13 min.)
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