Course Curriculum

  • 1

    Dental Lab Customer Care

    • 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.)

    • Building Relationships - Review (24 min.)

    • 2.2 Action Step 2 Think About It (1 min.)

    • 3.1 Simple LAMA Review (16 min.)

    • 3.2 Action Step 3 Acknowledgements (4 min.)

    • 4.1 The Art of Asking Questions (18 min.)

    • 4.2 Action Step 4 Supply the Supplies (2 min.)

    • 5.1 Mistakes with Questions (18 min.)

    • 5.2 Action Step 5 Open with Business (2 min)

    • 6.1 Phone Etiquette (19 min.)

    • 6.2 Action Step 6 Manners Please (2 min.)

    • 7.1 Review 5 Rules and Benefits (19 min.)

    • 7.2 Action Step 7 Match the Benefit (2 min)

    • 8.1 Six Step Call Strategy (16 min.)

    • 8.2 Action Step 8 Starts and Finishes (2 min)

    • 9.1 Handling Upset Customers (21 min.)

    • 9.2 Action Step 9 Plan Ahead (3 min.)

    • 10.1 Be Prepared (16 min.)

    • 10.2 Action Step 10 Build a LAMA and Educate Caller (8 min.)

    • 11.1 Bonus Lesson - Give Freely (13 min.)