Mystery shopper calls that evaluate your customer service

Why so few prospective patient telephone calls are not converted into appointments?

Do you know why you have so many cancelled appointments?

Why you are getting such a low number of referrals?

Well Milestone Training’s Dental Mystery Shopper may be just what the dentist ordered! As this resource measures the experience patients and prospective patients receive when calling your practice.

Once you receive your first Mystery Shopper report, answers to these three thorny questions, should begin to make sense.

You will be able to see the level of professionalism and communication skills within your practice as they are presented to you in your report.

A typical report concentrates on 3 main areas:

  • Greeting – how your staff introduce themselves, your practice and how effective they are at making the client feel comfortable and wanted
  • Obtaining Contact details – this is where things succeed or fail and attracts a higher score. In essence this involves obtaining vital information and understanding what treatment will be required.
  • Closure – setting an appointment date and explaining what will happen on the day and what to expect without creating a drama.

If you would like to discuss how Gary could help your Dental Practice then please call 020 8337 5937 or email


“We contacted Gary from Milestone Experts to provide Client Engagement Training for our insurance account handlers. His unique style of engaging staff in the interactive workshops proved to be both stimulating and inspirational."

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