The document outlines an agenda for an orthodontic training day on customer service and the patient journey. It discusses delivering world-class customer service through every step of the patient experience from initial contact through treatment and follow up. Key touchpoints and strategies are identified to build rapport, understand patient needs, resolve concerns, and gain commitment for treatment. Critical non-essentials that can enhance the experience are also highlighted.

1. Orthoworld training day Customer Service The Patient Journey Ethical Selling Skills

4. UK dentistry marketing survey

5. The 4 great opportunities

6. THE 4 GREAT THREATS

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

12. 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

14. The Customer Journey

16. 2. The Welcome Pack and Smile Check

28. 9. Referrals and testimonials

31. Critical Non-Essentials Making your patient journey a world-class experience

32. We phone them up to ask how they are We have DVD's and freeview for TV on their glasses - Olympus eye trek FMD 200 (not wireless) Sony Glastron Our email newsletter The last patient on Friday takes the flowers home Telling the truth when things go wrong Hot towels Use of names Decent refreshments - cold water - air con Remembering stuff about them Free pre-examination treatment co-ordinator visits Our snail mail newsletter The view Bespoke favourite papers and magazines Wireless lounge Beverage preferences

34. Systematic Spontaneity

37. Thanks for listening and visit the web site for free downloads, recommended reading, testimonials and lots of other stuff www .coachbarrow. com