2010 Annual Session - Exceptional Customer Service: You Only Succeed When Your Front Office Succeeds

Today more than ever before the ability to attract non-referred patients is a key to a healthy, growing practice. Referred patients are likely to schedule a consult regardless of their first-call experience because they trust the person who referred them. However, you only get the chance to succeed with non-referred prospects when your front office succeeds. In this session, we will explore keys to providing exceptional customer service, with a special emphasis on how front office staff can succeed in making the right first impression every time.

Learning Objectives:

• Learn how some standard practices work against delivering great service
• Learn 5 guiding principles to delivering exceptional service
• Explore the four phases of learning