Communicate Excellence: A Guide to Authentic, Positive, Consistent Front Desk Communication (Paperback) (ISBN-13: 9781642251265)

Foreword Introduction Part I: The Foundations Chapter 1: The Experience Chapter 2: Plans Work Chapter 3: Business Principles Chapter 4: A Guide to Personality Part II: It's Your Call: The Road Map Chapter 5: First and Last Responses-and More Chapter 6: Setting Appointments Chapter 7: New Patients and More Chapter 8: Upset Callers and Other Challenges Chapter 9: Connection Calls and Other Outbound Calls Part III: Communicate Excellence Chapter 10: Continue to Lead Chapter 11: Consider a Coach Conclusion: Work the Plan Acknowledgments About the Author