Delivering an Immersive Customer-Centric Experience
Laura Nelson, MS, FAADOM
Duration: 90 minutes
CE: 1.5
Train your team to Rock Customer Service from the Front Office to the Back. In this course, you will learn the Key’s to Communication that will help you understand the importance of Customer Service and Recognize how to be a leader in the practice. The course will help you bridge the customer service experience for your patients by learning to identify customer experience ball drops and catch them before they impact your profits and practice success!
Learning Objectives
• Define Customer Service
• Analyze the 5 C’s of Customer Service
• Differentiate between Customer Service and Customer Care
• Identify the 7 Keys to Communication
• Recognize the 3 R’s of Leadership
Take Control: Maximize the Schedule, Optimize Productivity
Laura Nelson, MS, FAADOM
Duration: 90 minutes
CE: 1.5
The schedule in a dental office IMPACTS everyone – the clinical team, the front office team and even your patients. Understanding how to create and maintain a productive schedule is key to better teamwork, happier patients and a less stressful environment. This scheduling presentation will help you discover new and innovative to be proactive rather than reactive to your schedule and help IMPACT your daily routine in a positive and productive way and contribute to the ultimate customer service experience for your patients.
Learning Objectives
• Design a Productive Schedule that IMPACT’s the Team
• Solve the Issues with No Shows & Cancellations that IMPACT the Schedule
• Formulate Scheduling Policies that IMACT & Benefit your Patients and your Team
• Produce a Schedule that IMPACTS & Cr
BIO
Laura Nelson, MS, FAADOM
Laura Nelson is an accomplished and highly-respected figure in the dental industry. As the founder of Front Office Rocks™, a virtual training platform for dental teams, she has earned international acclaim for her expertise in office systems and methods that drive exceptional customer service.
She has mentored thousands of dentists and team members, helping them achieve remarkable growth and excel in performance-based leadership with her unique interactive and innovative approach.
Beyond her role as a speaker and trainer, Laura is also the bestselling author of Step Away from the Drill, an invaluable guide that aims to help dentists master the business side of dentistry. Her latest publication, Hiring Without Hesitation: A How-To for Small Business Success, aims to simplify the hiring process to make it a productive and enjoyable experience for all.
With a background in Human Resources and a master's degree in organizational development, Laura brings a wealth of knowledge to her work. She is a member of many prestigious dental associations, and various awards have recognized her expertise, including being named one of Dental Products Report's Top 25 Women in Dentistry. When not transforming dental practices, Laura enjoys traveling and exploring new destinations. She resides in Coronado, CA, with her husband, Chris.
You can connect with Laura on Facebook at www.facebook.com/FrontOfficeRocks or on twitter @dentalrockstars. You can also visit her YouTube channel at www.youtube.com/channel//UCz-
zxCFuqMAcXOsPLeeBpeg or her website, www.frontofficerocks.com to stay connected.