dePacific Dental
Jurong West

Front Desk Call Guide

Quick Cheat Sheet

1
Say Hello
Greet warmly, let them talk
→
2
Ask More
"How long has this been happening?"
→
3
Book In
"Tomorrow or Thursday — which is better?"

You're not selling. You're helping someone who finally called about their teeth. They might be nervous. Make them feel okay, then help them see the dentist.

The dentist answers the hard questions. Your job is to get them in the door. 👍

The 3 Steps

1
Say Hello

Smile — they can hear it. Let them finish talking.

"Good morning, dePacific Dental Jurong West, [your name] speaking. How can I help you?"

Then show you understand:

"Okay, so you have [tooth pain / gum problem] — good that you called us."

2
Ask More

Ask one or two questions:

"How long has this been happening?"

"Is there pain, or just discomfort?"

Listen for:

  • How long the problem has been
  • If there's pain
  • If they sound nervous
3
Book In

Be confident. You do this every day.

"Best to come in and let our dentist check properly. Then you'll know exactly what's happening."

Give 2 choices:

"I have tomorrow 3pm or Thursday 11am — which is better for you?"

When They Say...
"How much ah?"
It depends on your situation — every case is different. The dentist will check first and give you a clear answer. We're also a CHAS clinic, so if you have the card, you can get a subsidy.
"Wah, so expensive ah..."
I understand. Our dentist has done many cases like yours before. We have a slot tomorrow and the day after — would you like to come in and let the doctor take a look first? He can share more about similar cases he's done.
"I check around first lah"
Sure, no problem. Actually, coming in for a check-up is the best way to know what's going on — then it's easier to decide. No pressure at all.
"Let me think first"
Of course. Would it help to just come talk to the dentist first? Sometimes it's easier to decide after that. Want me to book a slot for you?
"I scared of dentist leh"
You're not alone — many of our patients feel that way at first. Our dentists are very gentle and will go at your pace. Don't worry, we'll take care of you.
"Pain or not?"
Our dentists are very gentle. Most patients say it's not as bad as they thought. We'll make sure you're comfortable.
"Can use CHAS?"
Yes! We're a CHAS clinic. Just bring your card when you come, and we'll help you with the claim.

Don't Do This ❌

✕ Don't give a price — you can't know without the dentist checking first
✕ Don't rush — 30 more seconds of listening builds trust
✕ Don't let them say no too fast — the dentist can explain things better
✕ Don't block them — answer what you can, guide them to the dentist