I love this topic. The telephone is very important to every dental practice and every business.
Many times the newest employee is put on the phones because someone in the practice thinks that's the easiest job. The phones are important and there are many missed opportunities in practices because of mishandled phone calls.
I always recommend that the practice decide on three short statements for their greeting and avoid long greetings. You should agree on a standard greeting and put it in writing so that it stays consistent. The greeting like everything else is practiced until it sounds perfect.
Also, the tone of voice used when answering the phone is very important. The person that answers the phone should sound happy to be there representing the practice.
The phone should never be an interruption to the front office team and if it is on occasion, the patient should never know it.