Four c's, faq's and futures

The Four C’s, Faq’s and Futures (taking customer service to the next level)

Overview ,[object Object],[object Object],[object Object],[object Object]

Moments of truth A moment of delight or disappointment that has a disproportionate effect

Satisfied with the dentistry and its outcome Dissatisfied with the dentistry and its outcome Dissatisfied with relationship Satisfied with relationship Vulnerable to the competition Raving fans Saboteur Give you a 2 nd chance

Willing to invest in dental appearance Basic dental health Rude/disrespectful Friendly/respectful ,[object Object],[object Object],[object Object],[object Object],[object Object],Golden Ask to find another dentist “ unable to meet your customer service expectations” “ Bread and butter”

The conversation ,[object Object],[object Object],[object Object],[object Object],[object Object]

The smile/facial check ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Referral System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Positive Focus ,[object Object],[object Object],[object Object],[object Object]

The Four C’s Game – time to split into new teams ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Four C’s Game – the questions ,[object Object],[object Object],[object Object],[object Object]

FAQ’s and Brand Standard answers

FAQ’s and Brand Standard answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Futures Game – back into practice teams ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

DBC – Mastermind – testimonials

Four c's, faq's and futures

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