目录
前言..............................................................................................................................................................................1
第一章、回访总则 ..............................................................................................................................................2
第一节、回访对于口腔门诊的重要性及技巧...........................................................................................2
第二章、异业联盟邀约回访话术 ......................................................................................................................3
第一节、客户维护体系回访话术 ..............................................................................................................3
一、 会员生日回访话术 ............................................................................................................................................3
二、 会员生日短信发送模板 ....................................................................................................................................3
三、 会员日回访话术 ................................................................................................................................................3
四、 会员日短信模板 ................................................................................................................................................3
五、 春节礼品赠送客服话术 ....................................................................................................................................3
六、 春节礼品赠送医生话术 ....................................................................................................................................3
七、 春节礼品赠送医生微信模板 ............................................................................................................................3
八、 传统节日、特殊天气回访话术 ........................................................................................................................3
第二节、沙龙会邀约回访话术 ..................................................................................................................3
一、 捕花会、紅酒品鉴会、手工 DIY 等邀约话术.................................................................................................3
二、 沙龙会邀约话术、沙龙会微信、短信邀约提醒话术.....................................................................................3
第三节、客户满意度回访话术 ..................................................................................................................3
一、 客户满意回访话术、客户不满意回访话术、加微通过后即刻话术模板.....................................................3
第四节、回访技巧 ......................................................................................................................................3
一、 打电话前需要做好的准备 ................................................................................................................................3
二、 在与顾客电话沟通时，需要注意的细节.........................................................................................................4
三、 给顾客打电话时需要把握时机 ........................................................................................................................4
四、 电话接通后话术 ................................................................................................................................................4
五、 沟通中需要注意 ................................................................................................................................................4
六、 接听顾客电话的技巧 ........................................................................................................................................5
第三章、医疗项目分类回访话术 ....................................................................................................................13
第一节、口外*拔牙 ..................................................................................................................................13
一、 智齿 ..................................................................................................................................................13
二、 普通拔牙 ..........................................................................................................................................14
三、 手术类 ..............................................................................................................................................17
第二节、口内*补牙、根管治疗 ..............................................................................................................19
一、 补牙 ..................................................................................................................................................19
二、 根管治宁 ..........................................................................................................................................20
1. 一次性根管治疗 ..........................................................................................................................................20
2. 多次根管治疗 ..............................................................................................................................................21
第三节、固定修复*牙冠、贴面、种植...................................................................................................25
一、 修复/牙冠/贴面 ..............................................................................................................................25
二、 种植 ..................................................................................................................................................27
第四节、活动修复*活动义齿 ..................................................................................................................32
一、 活动义齿 ..........................................................................................................................................32
第五节、 正畸*传统矫正、隐形矫正 ....................................................................................................33
