Make use of role-playing. Team members should read over customer service scripts and “act them out” or role-play. This training process reinforces the right messages and helps staff members see the practice through the eyes of patients (and parents). Rehearsing scripts can take place at the morning meeting. Done correctly, role-playing can be a fun and instructive activity for the whole team. 

Whitepaper Wednesday: For more ways to improve practice performance, download Dr. Roger P. Levin’s free whitepaper, “The Power of Practice Analysis.”