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In this episode of Inside Dentistry Support, the focus is on the crucial role the phones team plays in dental practices. They are the frontline, responsible for confirming appointments, managing schedules, and addressing patient inquiries. Effective communication, from minimizing hold times to empathetic responses, is highlighted as essential for patient satisfaction. The episode discusses the importance of prompt and clear communication, proper information collection, and maintaining a professional and composed demeanor even when dealing with frustrated patients. Metrics for success include appointment scheduling rates and the significance of proactive team engagement and cooperation.