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Practice Managers Network Seminar #2, 9 May 2018
Practice Leadership Workshop. How customer-centric are you? A guide to accessing your practice's service maturity.
This workshop is targeted at practice managers who want tips and tools for achieving growth through customer service excellence. Participants will leave with practical insights into achieving a sustained change in their workplace.
Key topics covered:
The focus will be on providing practice managers with insights into the key areas that need to be evaluated to impact their practice's customer service proficiency.
Patient service vs patient experience
: understanding the difference between a smile and a great experience
: feedback mechanisms, how to implement, how to use feedback, satisfaction measures
: your patients are people to: reconnecting with your patients as customers, understanding individual needs, 'mindfulness'
everyone has a role to play, working together to build a better experience, process improvement to add value
: knowing your patient, how many come and go
: no time?, no deal - the importance of one -on-one time with staff, the value of workshops, off-line time, time management
Something new, something scary
: key factors to winning with change
d by Ms Annabel Shinkfield
BMgmt,(Mktg), MBA, GAICD
The Customer Collective
tion is for members of the Practice Managers Network however ADASA dentist members are welcome to attend.
No cost to attend. Refreshments will be provided.
Queries contact S
ally Queale on 08 8272 8111 or email firstname.lastname@example.org
5/9/2018 6:30 PM - 8:00 PM
ADASA, The Alexander Room Unit 2 62 King William Road Goodwood, SA 5034 AUSTRALIA
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